Member Engagement Specialist

2 weeks ago


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

Title: Member Experience Associate - including Saturdays

Reporting to: Member Experience Director/Membership Director

KEY RESPONSIBILITIES:

The Member Experience Associate plays a crucial role in fostering member engagement and retention in alignment with the Association's standards. This position is dedicated to delivering exceptional service that connects members with various programs and services offered by the YMCA.

QUALIFICATIONS:

A college degree is preferred, along with a minimum of 2 years of experience in health and wellness or customer service. Strong communication skills are essential for interacting effectively with a diverse membership base. The ideal candidate will demonstrate confidentiality, organizational prowess, and a friendly demeanor, alongside a solid understanding of customer service principles.

PRIMARY DUTIES:

  1. Achieve and surpass membership satisfaction and retention targets.
  2. Prioritize member care by managing the member service desk, front desk operations, and wellness floor duties. Accurately handle new member registrations, program enrollments, and membership card scanning while warmly welcoming members.
  3. Safeguard the confidentiality of sensitive personal and financial information.
  4. Monitor and uphold membership policies and procedures.
  5. Collaborate with branch staff to ensure outstanding service and prompt resolution of member inquiries and concerns.
  6. Proactively engage with potential members to promote the benefits of YMCA memberships and programs.
  7. Respond to emergencies in accordance with established safety protocols.
  8. Conduct facility tours and effectively communicate membership pricing and options.
  9. Contribute to the Annual Campaign by assisting in fundraising efforts.
  10. Oversee member check-in processes and engage with members on the wellness floor.
  11. Support the implementation of the Association's Smart Start Program.
  12. Maintain a flexible schedule, including evenings, weekends, and holidays, as required by the YMCA.
  13. Perform additional duties as assigned.

PHYSICAL DEMANDS:

The physical requirements outlined 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 for individuals with disabilities. The employee is regularly required to use a computer for extended periods and communicate via computer and phone/smart device. Frequent sitting, reaching, and mobility within the work environment are necessary. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The work environment typically has a moderate noise level, requiring sufficient strength, agility, and mobility 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 fosters effective, supportive relationships.

Collaboration: Works effectively with individuals from diverse backgrounds and perspectives. Builds rapport and communicates effectively, seeking to understand others' viewpoints.

Operational Effectiveness: Makes informed decisions and applies learnings to various situations. Embraces innovative approaches to enhance member experiences and actively participates in goal-setting and planning.

Personal Growth: Pursues opportunities for self-improvement that enhance job performance and adapts positively to change.



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