Membership Services Representative
1 week ago
Position: Member Experience Associate - including Saturdays
Supervisor: Member Experience Director/Membership Director
GENERAL FUNCTIONS:
The Member Experience Associate plays a crucial role in fostering member engagement and retention by delivering exceptional service and implementing practices that enhance member involvement, particularly by connecting them to various programs. This position requires a comprehensive understanding of membership processes and a thorough knowledge of YMCA programs and services.
EDUCATION and/or EXPERIENCE:
A college degree along with a minimum of 2 years of experience in health and wellness or customer service is preferred. The ideal candidate must possess the ability to effectively communicate with a diverse population in various situations. Strong organizational skills and a commitment to confidentiality are essential. A friendly demeanor and familiarity with outstanding customer service practices are required. Proficient written and verbal communication skills, along with effective conflict resolution abilities, are necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Achieve and surpass membership satisfaction and retention objectives.
- Prioritize daily member care; assist at the member service desk, front desk operations, and wellness floor. Accurately handle new member registrations, program enrollments, and membership card scanning while warmly welcoming members.
- Maintain confidentiality regarding sensitive personal and financial information for each member.
- Monitor and enforce membership policies and procedures.
- Collaborate with all branch staff to ensure service excellence and timely responses to member inquiries and concerns.
- Promote memberships and programs by engaging in discussions about the benefits of YMCA offerings.
- Respond to emergencies by adhering to established safety policies and procedures.
- Conduct facility tours; highlight the advantages of membership and explain pricing options.
- Actively contribute to the Annual Campaign by assisting in fundraising efforts.
- Oversee the member check-in process and engage in conversations with members on the wellness floor.
- Support the successful implementation of the Association's Smart Start Program.
- Be available to work a flexible schedule, including evenings, weekends, and holidays as needed.
- Perform additional duties as assigned.
The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While fulfilling the responsibilities of this position, the employee is regularly required to use a computer for extended periods and communicate via computer and phone/smart device. The employee frequently needs to sit, reach, and navigate the work environment. Occasionally, the employee must lift and/or move up to 40 pounds. Specific vision abilities required for this role include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically moderate. Sufficient strength, agility, and mobility are necessary to perform essential functions and supervise program activities.
YMCA COMPETENCIES (Leader):
Mission Advancement: Demonstrates the Y's values and a commitment to serving others and addressing community needs. Engages volunteers and builds effective, supportive relationships with them. Supports fundraising initiatives.
Collaboration: Works effectively with individuals from diverse backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks to understand others' perspectives and remains calm in challenging situations. Listens for understanding and communicates effectively. Takes the initiative to assist in the development of others.
Operational Effectiveness: Makes sound judgments and applies learning from one situation to another. Embraces innovative approaches and seeks ideas to enhance the member experience. Sets goals, clarifies tasks, plans work, and actively participates in meetings. Adheres to budgeting policies and procedures, reporting any financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
Personal Growth: Pursues self-development to enhance job performance. Demonstrates openness to change and seeks opportunities within the change process. Accurately assesses personal feelings, strengths, and limitations and their impact on relationships. Possesses the functional and technical knowledge and skills required to perform effectively; utilizes best practices and demonstrates up-to-date knowledge and skills in technology.
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