Member Experience Concierge

YMCA of NorthWest North Carolina; Taylorsville (NC); On-site; USD 30,000 - 42,000; Full time

Job summary

YMCA of NorthWest North Carolina is seeking a Member Experience Representative to engage members, drive growth and retention through authentic relationships and frontline service. You will manage guest tours, register participants, and process membership administration using DAXKO, while coordinating with Wellness on onboarding and serving as the emergency control center.

Ideal candidates are 18+, with an associate degree or equivalent, strong customer service and communications skills, and the

Qualifications

• Must be 18 years of age or older.
• Associate’s degree, two years related experience and/or training, or equivalent combination.
• Excellent customer service skills.
• Strong verbal communication skills.
• Outgoing personality and a desire to help others; standing for full shifts.
• CPR/First Aid/AED certification or obtain certification within 30 days of hire.
• Ability to work evenings and weekends as needed.
• Bilingual skills preferred.

Responsibilities

• 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.
• 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 facility’s 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 YMCA’s mission, values and benefits.

Skills

Customer service

Verbal communication

Outgoing personality

Bilingual (preferred)

Education

Associate’s degree or equivalent

Job description

YMCA of NorthWest North Carolina is seeking a Member Experience Representative to engage members, drive growth and retention through authentic relationships and frontline service. You will manage guest tours, register participants, and process membership administration using DAXKO, while coordinating with Wellness on onboarding and serving as the emergency control center.

Ideal candidates are 18+, with an associate degree or equivalent, strong customer service and communications skills, and the