Member Experience Representative

Young Mens Christian Association of Northwest Nort; Park Terrace (NC); On-site; USD 28,000 - 40,000; Full time

Job summary

The Member Experience Representative at the YMCA of Northwest North Carolina drives member engagement, growth, and retention by building authentic relationships and delivering frontline service. This role handles guest tours, member registrations, and program onboarding, and serves as the emergency control point.

Candidates must be at least 18 years old and capable of working varied weekend and weekday shifts to support the facility’s operating hours.

Qualifications

• 18 years of age or older.
• Associate’s degree or equivalent combination of education and experience preferred.
• Computer skills and the ability to learn appropriate computer programs related to the position.
• Excellent customer service skills.
• Strong verbal communication skills.
• Outgoing personality and a desire to be helpful to others. Must be able to stand for the entirety of the shift.
• Current CPR/First Aid/AED certification or ability to obtain within 30 days of hire.
• Bilingual skills preferred.

Responsibilities

• Greet and assist members, guests, and staff in a professional and friendly manner.
• Conduct tours with prospective members, explaining membership benefits and YMCA opportunities.
• Register members for services and issue guest passes.
• Respond to phone inquiries using YMCA best practices.
• Assist with the Emergency Control Center during emergencies.
• Manage or support DAXKO reports as needed for the branch.
• Promote programs, volunteer opportunities and Annual Giving campaigns.

Skills

Customer service

Verbal communication

Outgoing personality

Bilingual (preferred)

Education

Associate’s degree or equivalent

Tools

DAXKO

Job description

Description

Job Summary:

The Member Experience Representative drives member engagement, growth, and retention by building authentic relationships and delivering exceptional frontline service. This position manages guest tours, registers participants, executes membership administration via DAXKO, partners with Wellness on member onboarding, and serves as an emergency control point.

Candidates must be at least 18 years of age to be considered for this position.

Supervisory Responsibilities:

• None.

Duties & Responsibilities:

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 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 role and importance of volunteers, and be informed about volunteer opportunities.
• Be able to articulate the YMCA’s 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.

Hours:

Must be available to work weekend shifts as well as weekday shifts.Morning weekday shifts variable between 4:45 am to 9 am opening shifts, 8 am to 1 pm shifts. Weekday afternoon/evening shifts variable between 12 pm to 4 pm and 4 to 9 pm closing shifts.
Saturday and Sunday shifts variable hours between 6:45 am – 6 pm (Saturday), 11:45 am – 6 pm (Sunday).

Requirements

Knowledge, Skills & Abilities:

• 18 years of age or older
• Associate’s 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.
• Excellent customer service skills.
• Strong verbal communication skills.
• Outgoing personality and a desire to be helpful to others.Must be able to stand for the entirety of the 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.
• Bilingual skills preferred.

Physical Requirements:

• Continuously required to stand and walk for the majority of assigned shifts to greet members, navigate facilities, and conduct prospective member tours.
• Frequently required to sit, utilize computer keyboards, operate office machinery, and maintain prolonged phone conversations.
• Ability to regularly lift, carry, push, or pull administrative files, event supplies, signage, and member collateral weighing up to 25 pounds.
• Continuous visual, auditory, and vocal clarity to converse warmly with members, monitor front desk security, process payments, and act as the emergency control center.
• Operates in a high-traffic, dynamic lobby/recreation environment with frequent interruptions and moderate to high noise levels.

Child Abuse Prevention and Reporting

At our Association, safeguarding children is everyone's responsibility, regardless of role or position. All employees are strictly required to maintain awareness of our abuse prevention and reporting policies. You must take immediate, appropriate action in accordance with our protocols and legal mandates if any standard of safety is compromised or if abuse is suspected.

An Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. Employment-related decisions are based on job-related qualifications, merit, business needs, and other lawful criteria.

Mission:

“Helping all people reach their God-given potential in spirit, mind, and body.”