Member Experience Liaison

2 weeks ago

King, North Carolina, United States YMCA of Northwest North Carolina Full time
Job Details

Job Location: Stokes Family YMCA - King, NC

Position Type: Part Time

Salary Range: $10.00 Hourly

Job Shift: Variable

About the Role

The Member Experience Representative is responsible for increasing membership engagement, growth, and retention. This role requires strengthening member commitment through authentic personal relationships and delivering excellent service to members, guests, and program participants.

Key Responsibilities

  1. Service Skills
  • Greet and assist all members, potential members, and staff in a professional and friendly manner.
  • Conduct tours with prospective members, explaining the benefits of membership, the YMCA mission, volunteer opportunities, and financial assistance.
  • Use Listen-First skills with health-seekers and other members to determine goals and connect them with appropriate staff, programs, and small communities.
  • Meet regularly with wellness staff to ensure that new members are scheduled for and attend new member uFit sessions.
  • Address complaints in a courteous, timely manner. Effectively negotiate and resolve customer service issues.
  • Process new member ID cards, issue guest passes, and register members for services and programs.
  • Respond to phone inquiries using YMCA best practices.
  • Know the facility's emergency procedures and be prepared to act as the control center during emergency situations.
  • Manage or support DAXKO reports as needed for the branch.
  • Assist with the Annual Giving Campaign as directed.
  • Be knowledgeable about program areas and share information with members.
  • Be able to articulate the role and importance of volunteers and be informed about volunteer opportunities.
  • Be able to articulate the YMCA's mission, values, and benefits.
Member Engagement Skills
  • Understand how the Membership Department partners with the Wellness Department to offer a safe, seamless orientation to new members.
  • Displays ease and comfort with people of different backgrounds and abilities.
  • Arrange personal introductions between new members and wellness coaches.
  • Build authentic personal relationships with members, volunteers, and co-workers; help members and volunteers connect with one another and the YMCA.
  • Take the professional initiative to promote personal training, boot camps, classes, clinics, and programs during encounters with members.
  • Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships.
  • Ask members to contribute to the annual campaign.
  • Incorporate YMCA values of caring, honesty, respect, responsibility, and faith into all aspects of the position to ensure YMCA values are integrated into our culture and programs.
Self-Development Skills
  • Demonstrates an active interest in enhancing current skills and learning new ones.
  • Takes advantage of multiple learning resources (classes, books, mentors, professional interest groups, formal education, etc.).
  • Maintains accreditations and certifications, if applicable.
  • Keeps apprised of developments within the YMCA by attending meetings, workshops, and reading relevant communications.

Qualifications

  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
  • Computer skills and the ability to learn appropriate computer programs related to the position.
  • Excellent customer service skills.
  • Strong verbal communication skills.
  • Outgoing personality and a desire to be helpful to others.
  • Must be able to stand for the majority of shift.
  • Current certification in CPR/First Aid/AED/Oxygen administration or obtain certification within 30 days of hire.
  • Other YMCA-required training and certifications, as applicable.
  • Ability to work early mornings, evenings, and weekends as needed.
  • Spanish-speaking, a plus.

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