Member Engagement Coordinator (AM)

Woodson Y M C A; Town of Wausau (WI); On-site; USD 49,594,000 - 53,726,000; Full time

Job summary

Woodson Y M C A in Wausau, WI is seeking a full-time Member Engagement Coordinator to create a welcoming experience for members and guests. This role emphasizes selling memberships and program registrations, monitoring building access, answering questions, and supporting the MEAOD when the Director is absent.

The ideal candidate will have supervisory and customer service experience, CPR/AED and First Aid certifications within 30 days, plus strong communication and computer skills for the

Qualifications

• Supervisory and customer service experience preferred.
• Certifications required within 30 days of hire: CPR/AED and First Aid.
• Exceptional communication, organization, interpersonal, problem-solving, de-escalation and conflict resolution skills.

Responsibilities

• Provides excellent service to members, guests, and program participants in the YMCA, on the phone, and by email.
• Builds relationships with the members, helping to connect them with one another and the YMCA.
• Serve as a role model for part-time staff and young members to create an atmosphere aligned with core values.

Skills

Supervisory experience

Customer service

CPR/AED Certification

First Aid Certification

Job description

Job Details

Job Location: Wausau - Wausau, WI 54403
Position Type: Full Time
Salary Range: $17.50 - $17.50 Hourly
Schedule: Monday-Friday from 4:30am - 12:30pm

Position Summary

The Member Engagement Coordinators are responsible for creating a welcoming experience for all members and guests in a friendly, helpful and professional manner. This is done by efficiently and effectively selling memberships and program registrations, monitoring building access, answering questions and supporting the members. The Member Service Coordinators are a supervisory support for the team and acts as the Manager on Duty in the absence of a Director. The Coordinator works with the Member Service Associates as a team and helps support the MEAOD to ensure each member's experience is the best that it can be.

ESSENTIAL FUNCTIONS

• Provides excellent service to members, guests, and program participants in the YMCA, on the phone, and by email.
• Builds relationships with the members, helping to connect them with one another and the YMCA.
• Serve as a role model for part-time staff and young members to create an atmosphere that includes the four core values; Caring, Honesty, Respect and Responsibility.
• Be a leader and go-to person with regards to the membership software (DAXKO-training provided), the YMCA website, and the DAXKO Mobile APP in the areas of locating and updating information, membership sales/set up, and program registration.
• Assist in the scheduling and support process for Mini-Care and Youth Lobby.
• Support in the training of new staff.
• Lead tours for new and perspective members as part of the tour group schedule.
• Supervision and oversite of Member Services and Building Supervisor staff while in the role of Manager on Duty.
• Collaborate with MEAOD to update SOPs and initiate and support continued process improvement.
• Must have a strong knowledge of all membership types, programs, policies and processes.
• Effectively manage incoming telephone calls, which includes proper greetings, routing and paging.
• Safeguard the Membership Desk, cash drawer and safe at all times. Accurately account for all monies received during shift and deposit in safe.
• Help to maintain a clean, attractive, and well-organized Membership Desk area.
• Conduct interviews for Community Supported Memberships.
• Follow all requirements outlined in the Staff Expectations.
• Complete the Member Services Report during shifts.
• Be knowledgeable with all protocols to support and guide staff in following first aid, building emergencies and SERFER procedures when other directors are present. Be the lead responder for these situations while serving as MOD.
• Assist the MEAOD with administrative procedures.
• Attend mandatory staff meetings.
• Perform any other duties assigned by the Director.

QUALIFICATIONS

• Supervisory and customer service experience preferred.
• Certifications required within 30 days of hire: CPR/AED and First Aid.
• Exceptional communication, organization, interpersonal, problem-solving, de-escalation and conflict resolution skills.
• Intermediate or higher computer and electronic skills.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Ability to prioritize and accurately complete multiple tasks.

YMCA COMPETENCIES

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

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 for extended periods of time and be able to communicate using a computer and phone.
• The employee frequently is required to sit, stand, and/or walk for sustained periods of time as well as reach and move around within the work environment.
• The employee must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.