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Member Engagement Specialist

2 months ago

Waterville, Ohio, United States YMCA of Greater Toledo Full time

Position: Member Experience Associate - including Saturdays

Supervisor: Member Experience Director/Membership Director

GENERAL FUNCTIONS:

The Member Experience Associate is tasked with enhancing member engagement and retention by delivering exceptional service and implementing practices that foster member involvement, particularly by connecting members to various programs. This role requires a comprehensive understanding of membership processes and all aspects of YMCA programming and services.

EDUCATION and/or EXPERIENCE:

A college degree is preferred along with a minimum of 2 years of experience in health and wellness or customer service. The ability to communicate effectively with a diverse population in various situations is essential. Confidentiality and strong organizational skills are critical. A friendly demeanor and knowledge of outstanding customer service practices are required. Strong written and verbal communication skills and effective conflict resolution abilities are necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Achieve and surpass membership satisfaction and retention objectives.
  2. Prioritize daily member care; assist at the member service desk, front desk operations, and wellness floor. Accurately process new member registrations, program enrollments, and membership card scanning while welcoming and greeting members. Schedule Smart Start appointments for new members.
  3. Maintain confidentiality of sensitive personal and financial information for each member.
  4. Monitor and enforce membership policies and procedures.
  5. Collaborate with all branch staff to ensure service excellence and timely responses to member inquiries and complaints.
  6. Assist in promoting memberships and programs by engaging in discussions about the benefits of YMCA offerings.
  7. Respond to emergencies by adhering to established safety policies and procedures.
  8. Conduct facility tours; promote membership benefits and explain pricing options.
  9. Actively participate in fundraising efforts to support the Annual Campaign.
  10. Oversee member check-in procedures and engage in conversations with members on the wellness floor.
  11. Support the successful implementation of the Association's Smart Start Program.
  12. Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
  13. Perform additional duties as assigned.
PHYSICAL REQUIREMENTS:

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 these functions. While performing the duties 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 and reach, and must be able to navigate the work environment. The employee may occasionally 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 fulfilling community needs.

Collaboration: Works effectively with individuals from diverse backgrounds and perspectives, building rapport and understanding.

Operational Effectiveness: Makes informed decisions and applies learning from one situation to another, striving to enhance the member experience.

Personal Growth: Engages in self-development to improve job performance and embraces opportunities for change.