Member Experience Specialist - DOWNTOWN BRANCH

POSITON SUMMARY:

Ensure unparalleled service for our valued members, guests, and program participants. Attend promptly to their needs, actively advocating memberships, programs and special events for all departments and branches.  Uphold the impeccable standards of the organization’s cleanliness. Join us in delivering exceptional experiences that define our commitment to member satisfaction and community engagement

ESSENTIAL FUNCTIONS:

1. Provides excellent service to members, guests, and program participants in-person, over the phone, enhancing overall member retention.
2. Conduct informative interviews and provide tours tailored to the needs of potential members; proficiently promote and sell memberships
3. Foster meaningful connections with members and encourage engagement within the YMCA community
4. Effectively manage and resolve membership inquires and escalate complex issues to supervisors as needed
5. Adhere strictly to YMCA policies related to member services
6. Maintain vigilant oversight of locker room facilities in accordance with established guidelines
7. contribute to the YMCA’s membership growth initiatives through proactive engagement and promotion
8. Comply with all association and role-specific training requirements to uphold operational standards and personal development
9. Demonstrate flexibility by working varying hours and locations as required to meet the needs of the organization
10. Any additional duties as assigned by management, supporting the mission, need, and goals of the YMCA

QUALIFICATIONS:

1. Certifications required within 60 days of hire: CPR/AED, and First Aid, then thereafter keep current.
2. Gallagher and Praesidium required within 60 days of hire, then yearly thereafter.
3. Exceptional interpersonal and problem-solving skills.
4. Ability to relate effectively to diverse groups of people from all social and economic
   segments of the community
5. 2 years of customer service, sales or related experience preferred.
6. Basic knowledge of computers.
7. Minimum age 18

LEADERSHIP COMPETENCIES (Leader):

Mission Advancement: Incorporates the Y’s mission and values into the organization’s vision and strategies.

Ensures community engagement; promotes the global nature of the Y. Leads a culture of volunteerism ensuring engagement, inclusion, and ownership. Leads a culture of philanthropy.

Collaboration: Advocates for and institutionalizes inclusion and diversity throughout the organization. Initiates the development of relationships with influential leaders to impact and strengthen the community. Is recognized as an inspirational community leader who navigates complex political and social circles with ease. Communicates to engage and inspire people within and outside the YMCA. Ensures that a talent management system is in place and executed effectively.