DescriptionPOSITION SUMMARY:The Member Engagement Specialist is responsible for creating a welcoming atmosphere, driving sales, and connecting members to others through programs that share the work of the Y as a cause driven organization. The employee supports the staff and is responsible for the general supervision of the facility in accordance with established policies and expectations. They will be responsible for performing those functions in accordance with the stated mission, values, principles, and practices established by the administrative staff, governing committees and Board of Directors of the YMCA of the Triangle Area.ESSENTIAL FUNCTIONS:
- Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations.
- Builds positive relationships with members by serving needs and concerns and taking the initiative to provide excellent customer service.
- Responsible for Tours, Sales, Y Connects, 8 Weeks to a New You and all other Membership and Fitness initiatives. Follows branch protocols for prospective members, sales leads, and cross-selling programs.
- Serves as a member advocate and concierge while on duty, with a focus on facilitating small group opportunities for members to connect.
- Promotes volunteerism as a part of the overall continuum of the member experience.
- Understands all program offerings, pricing, business policies and procedures, and is a proficient power user in Personify Go and Personify 360.
- Supports Welcome Center, Access desks, Gym and Wellness Floor to ensure all members are being served in a quality manner.
- Creates a team environment that concentrates on delivering exceptional service to members and participants.
- Assists in the development and implementation of Welcome Center customer service plan.
- Maintains consistent work schedule including being assigned to and present during key usage days/times, evenings, and weekends to assist in developing relationships with members.
- Opens, closes and supports weekend facility coverage.
- Maintains regular, clear, and concise communication within area of responsibility.
- Assists with the hiring, coaching, training, and motivating of all desk staff.
- Collaborates and communicates with Directors on member engagement improvement opportunities in their area - based on member feedback and input.
- Accountable for the financial transactions during the shift and the shift close out and batch reconciliation with cash and check transactions.
- Identifies, and assists in the implementation of process improvements and changes.
- Other responsibilities as deemed necessary by supervisor.
QUALIFICATIONS:
- High School diploma and 1-2 years experience in Customer Service and/or Sales environment.
- Professional in demeanor, genuine, nurturing, welcoming, courteous, friendly, and relate well to customers.
- Strong computer skills and the ability to understand customer relationship platforms.
- Exceptional communication and customer service skills.
- Must be a self-starter and able to work independently.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Possess a high level of organization, ability to prioritize and possess the capacity to respond and handle multiple tasks appropriately in a dynamic and fast paced work environment.
- Attention to detail, with a consistent high level of responsiveness and follow-up.
- Capable of handling sensitive and confidential information.
- Ability to multi-task and complete large volumes of projects and tasks.
- Strategic, critical thinker and problem solver.
- Multi-lingual desired but not required.
- Position requires the following certifications: Basic Life Support, Emergency Oxygen and First Aid.
WORK ENVIRONMENT & PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to use a computer and be able to communicate using a computer and phone/smart device.
- The employee frequently is required to sit and reach, and must be able to move around the work environment.
- The employee must occasionally lift and/or move up to 40 pounds.
- Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
- The noise level in the work environment is usually moderate.
- BLS, AED, O2 and First Aid certifications.
- Some weekend and evening hours required.