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Customer Engagement Representative II
2 months ago
About Us:
As a leader in education, wellness, youth development, and community engagement, the YMCA of Metro Atlanta is one of the most established non-profit organizations in the region. We are dedicated to making a positive impact on lives and communities throughout the area.
Mission:
At the Y, we unite individuals (staff, volunteers, and members) who are committed to ensuring that everyone, especially children, has the opportunity to reach their full potential. Each year, we serve over 3,000 children with high-quality educational programs, provide 58,000 youth with access to various activities, and support over 200,000 members in maintaining their wellness and connection to the community.
Position Overview:
Under the supervision of the Membership Director, the Member Services Specialist II plays a crucial role in delivering exceptional service within the Membership area. This position emphasizes member engagement, program knowledge, safety, and effective communication with both members and staff.
Key Responsibilities:
- Deliver outstanding service to members, guests, and program participants both in-person and over the phone, contributing to member retention.
- Welcome members upon their arrival and departure from the facility.
- Engage with prospective members and program participants, providing tours and information.
- Support membership operations through the sale of memberships and program offerings.
- Develop and maintain a comprehensive knowledge base to address inquiries from members and prospective members effectively.
- Foster strong relationships with members, volunteers, and community partners.
- Address and resolve membership concerns, escalating unusual situations to the supervisor.
- Maintain certifications in CPR/AED, Blood-borne Pathogens, and emergency procedures.
- Adhere to all policies and procedures as outlined in the training manual.
- Communicate positively with members, guests, and volunteers, providing assistance as needed.
- Contribute to the annual branch campaign, achieving individual and team goals.
- Complete all required training sessions and apply the knowledge as per established guidelines.
- Proficient in MS Office Suite.
- Able to manage multiple tasks, work independently, and demonstrate effective time management skills.
- Willingness to complete Point of Sale training.
- Maintain confidentiality regarding member information.
- Strong interpersonal skills to communicate effectively with peers, staff, and volunteers.
- Ability to build and sustain relationships with staff, members, volunteers, and the public.
- 1+ years of experience in customer service, whether paid or volunteer.
- Familiarity with SPIRIT training.
- Previous experience with YMCA or non-profit organizations.
This position requires the ability to pass a pre-employment background check, including criminal record checks and drug screening, in accordance with company policy. Candidates must be legally eligible to work in the US without current or future sponsorship. The YMCA of Metro Atlanta values diversity and does not discriminate in employment opportunities based on any protected characteristics.
