Customer Engagement Specialist

2 months ago


Needham, Massachusetts, United States YMCA of Greater Boston Full time
Position Overview

Schedule: Part Time

Role: Customer Engagement Specialist

Become a vital part of our mission-driven and service-oriented YMCA Membership Sales & Service Team. Under the guidance of the Membership Sales & Service Director, the Customer Engagement Specialist will oversee member check-in processes, ensure compliance with safety regulations, facilitate membership and program sales, manage incoming calls, regulate lobby traffic, and provide comprehensive information regarding memberships and programs while adhering to all YMCA policies and procedures.


Core Expectations for All YMCA Team Members:

  1. Deliver outstanding service by surpassing member expectations, demonstrating active listening, showing genuine concern for members' well-being, and following up on their progress.
  2. Exhibit strong multitasking abilities in a dynamic environment.
  3. Utilize active listening skills to foster relationships with members, program participants, and potential clients.
  4. Maintain eye contact during conversations to enhance engagement.
  5. Inquire about members' well-being or daily experiences as they enter the facility or during classes.
  6. Create a welcoming atmosphere by being friendly and cheerful, which includes greeting members, using their names, and, most importantly, smiling.

Key Responsibilities:

  1. Exhibit a warm and approachable demeanor when welcoming and assisting members and program participants.
  2. Arrive punctually, prepared to commence work at the designated start time, dressed in uniform with the YMCA name tag.
  3. Uphold YMCA safety and membership policies consistently.
  4. Demonstrate the ability to work independently and solve problems to effectively serve our members.
  5. Be flexible and willing to cover shifts as needed, including opening, closing, and weekend hours.
  6. Conduct tours for prospective members as required.
  7. Handle member and non-member inquiries via phone in accordance with YMCA policies.
  8. Possess a thorough understanding of YMCA policies and procedures and communicate them effectively to members and staff as necessary.
  9. Manage tasks such as cash handling, balancing daily transactions, and securing envelopes in the safe.
  10. Maintain a tidy and organized workspace throughout your shift and ensure clean-up upon departure.
  11. Be prepared to respond to emergencies, assemble necessary equipment, and assist in victim care.
  12. Participate in all staff meetings and collaborate effectively as a team player.
  13. Fulfill additional duties as assigned.

Why Join the YMCA? The YMCA of Greater Boston offers an exceptional environment for a rewarding career or part-time role, all while contributing to the betterment of our communities. By joining our team, you can anticipate:

  • Enhancing your leadership capabilities in a supportive, challenging, and diverse workplace.
  • Exploring various opportunities while acquiring new skills and experiences.
  • Making a positive impact on the lives of young children and the community every day.
  • Engaging in YMCA career development programs alongside like-minded individuals.
  • Achieving a healthy work/life balance.
  • Enjoying comprehensive benefits, including:
  • Complimentary YMCA Membership for yourself.
  • Discounts on Specialty Programs such as Personal Training and Swimming Lessons.
  • Reduced or complimentary family membership options.
  • A robust Retirement Plan of up to 10% (subject to eligibility requirements).
  • Health, Dental, and Vision Benefit Packages.
  • Vacation and Sick Time (sick time available for part-time employees).


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