Customer Engagement Specialist

1 week ago

Brookfield, Wisconsin, United States The Regional YMCA Of Western Connecticut Full time

POSITION OVERVIEW:

This role is essential to the mission of the Y, a prominent nonprofit organization dedicated to enhancing community through youth development, healthy living, and social responsibility. The Membership Service Representative at the Regional YMCA of Western Connecticut plays a vital role in nurturing a cause-driven environment that is inclusive, authentic, optimistic, supportive, and resolute. Responsibilities encompass various tasks, including managing the Front Desk operations and ensuring accurate handling of cash transactions and reports during shifts. The representative is expected to cultivate a professional, efficient, and enthusiastic atmosphere that promotes member acquisition and retention. A thorough understanding of all program areas is necessary to address inquiries or direct them to the appropriate department leaders when needed.

OUR CULTURE:

Our mission and core values are embodied in our culture. At the Y, we strive to live our purpose of strengthening communities with intention and commitment every day. We are inclusive: we welcome everyone. We are a space where individuals can belong and grow. We are authentic: we appreciate you and celebrate your uniqueness. We are optimistic: we believe in your potential to be a change-maker in the world. We are supportive: we assist you in your journey to reach your full potential. We are resolute: above all, we are committed to making our community stronger, starting with you.

QUALIFICATIONS:

  • Prior experience in customer service is preferred.
  • Experience in a supervisory role is advantageous.
  • Proficient computer skills and familiarity with standard business software are required.
  • Ability to effectively engage with diverse groups from various social and economic backgrounds.
  • Completion of New Employee Orientation, including training on Child Abuse Prevention, Blood-borne Pathogens, and Sexual Harassment.

KEY RESPONSIBILITIES:

  1. Greet all members, program participants, and guests warmly.
  2. Verify and monitor membership cards for accuracy and validity.
  3. Ensure all membership and program registration forms are accurately completed during the registration process.
  4. Confirm that all membership documents are fully filled out and all additional paperwork is copied and attached.
  5. Provide tours of the facility to new or prospective members, offering detailed information on policies, schedules, and procedures.
  6. Ensure that only authorized members, guests, and program participants access the facility.
  7. Manage multi-line phone systems, addressing routine inquiries and relaying messages to the appropriate personnel.
  8. Maintain effective Front Desk support systems to facilitate communication among departments.
  9. Prevent loitering around the Front Desk area.
  10. Uphold a professional, efficient, and positive presence at the Front Desk.
  11. Review and acknowledge daily communication memos.
  12. Handle membership sign-ups and program registrations, including generating computer receipts.
  13. Issue appropriate membership and program cards upon registration.
  14. Check daily shift receipts and close-out reports for accuracy, securing deposits in a locked office safe at the end of the shift.
  15. Communicate relevant information to the next shift personnel.
  16. Direct incoming mail to the appropriate staff members.
  17. Perform any other duties related to this position.
  18. Regularly review Emergency Procedures and respond appropriately to conflicts.
  19. Maintain a professional and approachable appearance for the organization.
  20. Report any issues with members or guests to the Member Engagement Director or Director on Duty.
  21. Keep the schedules binder updated with all relevant information for various departments.

LEADERSHIP COMPETENCIES:

  • Community Engagement
  • Effective Communication & Influence
  • Inclusivity

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

  • The physical demands described here are representative of 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 executing 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.
  • Physical activities associated with this role may include climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, lifting, finger usage, talking, hearing, and repetitive motions. Such activities may occur between 50-90% of the time during regular duties.
  • The employee may occasionally lift and/or move up to 30 pounds.
  • Specific vision abilities required for this job include close vision, distance vision, and the ability to adjust focus.
  • The worker is subject to environmental conditions, with protection from weather changes but not necessarily from temperature fluctuations. The role may involve both indoor and outdoor activities.
  • Physical demands may include light work, such as exerting up to 20 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated as light work.
  • The worker must have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities and structures.

The noise level in the work environment is typically moderate.

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