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Customer Engagement Specialist

2 months ago

Wichita, Kansas, United States YOUNG MEN'S CHRISTIAN ASSOCIATION OF WICHITA KANSAS Full time


GENERAL FUNCTION: Under the guidance of the Membership/Senior Program Director, the Membership Services Representative will deliver exceptional customer support by possessing a thorough understanding of YMCA programs and offerings. This role significantly influences overall member retention and satisfaction.

MINIMUM ENTRY REQUIREMENTS

Education/Experience Requirements:
  1. Minimum age of 20
  2. At least one year of experience in customer service and cash handling
  3. High school diploma or equivalent required
  4. Completion of all Conditions of Employment for this position
Physical/Mental Requirements:
  1. Ability to frequently engage in physical activities such as bending, stooping, kneeling, twisting, reaching, sitting, standing, walking, and lifting up to 35 pounds, along with finger dexterity and visual acuity for detailed tasks
  2. Attention to detail and proficiency in basic math for cash handling
  3. Effective communication skills, both verbal and written
  4. Demonstrated mental alertness, problem-solving, organizational, and task management abilities; capable of making independent decisions in a dynamic environment
  5. Ability to take initiative without supervision
  6. Capacity to relate to and collaborate with diverse groups in a friendly and consistent manner
  7. Maintaining a neat and professional appearance at all times
Job Requirements:
  1. Commitment to the YMCA mission, vision, and values
  2. Attendance at New Employee Orientation within 30 days of hire
  3. Completion of CPR/AED, First Aid, O2, Listen First Workshop, and Membership Training as per Conditions of Employment
  4. Understanding and adherence to all policies and procedures established by the association
  5. Flexibility to work a schedule that meets the branch's needs, including evenings and weekends
JOB RESPONSIBILITIES
  1. Delivering outstanding service by having a comprehensive understanding of YMCA programs, services, and systems.
  2. Effectively communicating the mission, vision, and values of the YMCA.
  3. Following directions, demonstrating flexibility, and maintaining a friendly demeanor while interacting with individuals of all ages and backgrounds.
  4. Ensuring a safe and clean facility at all times.
  5. Providing excellent customer service through:
    1. Exceeding member expectations with prompt and knowledgeable assistance
    2. Greeting and familiarizing oneself with program participants and members by name
    3. Addressing all inquiries and concerns in a courteous and professional manner
    4. Collecting feedback from members and sharing it with supervisors to enhance service quality
    5. Possessing a thorough knowledge of programs and facilities
    6. Being prepared at all times to assist and welcome members
  6. Prioritizing membership retention by:
    1. Promoting the YMCA's value beyond just its facilities.
    2. Enforcing the association's policies and procedures to maintain a safe and professional environment
  7. Being observant and mindful of the YMCA's impact on its members and the community.
  8. Having a comprehensive understanding of the following YMCA systems:
    1. Financial procedures: money handling, registrations, and sales to ensure accuracy
    2. Opening and closing procedures: performing as necessary
    3. Emergency procedures: being certified and prepared to act in case of an emergency
  9. Constantly striving to enhance current services by:
    1. Attending mandatory staff meetings and city-wide customer service, sales, and program training sessions.
    2. Providing feedback and suggestions for service and system improvements.
  10. Performing custodial duties as needed without prompting.
  11. Supporting community campaign efforts.
  12. Refraining from making negative comments on social networking platforms.
  13. Carrying out all other assigned duties.
EFFECT ON END RESULT: Ensuring a positive, safe, and enjoyable environment for all YMCA members and staff; taking ownership of member needs and concerns, supporting the overall value of the association, and being part of a well-managed team engaged in building and fostering positive relationships.