Member Experience Representative - YMCA : Job Details

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The Member Experience Representative is responsible for increasing membership engagement, growth, and retention. Primary responsibilities include strengthening member commitment through authentic personal relationships and delivering excellent service to members, guests, and program participants. This role requires effectively performing administrative duties using computer programs pertaining to membership administration. The Member Experience Representative partners with the Wellness Team to create a welcoming, safe, and seamless orientation experience for new members. Good salesmanship is needed for this role. The Member Experience Representative plays an integral part in connecting members and potential members with programming led by other departments. The perfect candidate has the ability to discuss the various programs and can effectively sell these programs to members/potential members. Essential Functions 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. Ask prospective members to join and make follow-up contact with those who do not. 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. Determine next steps to contact members who have missed appointments. Address complaints in a courteous, timely manner. Effectively negotiate and resolve customer service issues. Inform supervisor of unusual situations or unresolved issues. Use appropriate forms to communicate concerns and praise. 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 facilitys 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 YMCAs 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 Associates degree, two years related experience and/or training, or equivalent combination of education and experience preferred Computer skills and the ability to learn appropriate computer programs related to the position are required Excellent customer service skills Strong verbal communication skills Problem-solving skills Communication skills via telephone, email, and face-to-face interaction Salesmanship 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 evenings and weekends as needed

Seniority level

• Seniority level Entry level

Employment type

• Employment type Part-time

Job function

• Job function Management and Manufacturing
• Industries Non-profit Organizations

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