Member Experience Representative

Ymc; Park Terrace (NC); On-site; USD 34,000 - 42,000; Full time

Job summary

YMCA seeks a Member Experience Representative to strengthen member engagement and retention. You will greet members, assist with tours, and coordinate orientations with wellness staff to create a welcoming environment.

The role requires strong customer service and communication skills; 18+ years old, associate degree preferred, and CPR/First Aid certification or willingness to obtain within 30 days. Evening/weekend availability may be required.

Qualifications

• Associate’s degree or equivalent
• Two years related experience or training
• CPR/First Aid certification or willing to obtain within 30 days
• Excellent customer service skills
• Ability to stand for long periods
• Bilingual skills preferred

Responsibilities

• Greet and assist members and guests professionally
• Conduct tours for prospective members explaining benefits and YMCA mission
• Build authentic personal relationships with members and volunteers
• Process memberships and guest passes; respond to inquiries
• Coordinate with wellness staff for new member orientations
• Respond to complaints courteously and escalate when needed
• Be familiar with emergency procedures and safety protocols
• Assist with DAXKO reports as needed

Skills

Customer service

Verbal communication

Bilingual

Education

Associate’s degree or equivalent

CPR/First Aid certification

Tools

Daxko

Job description

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. Effectively performs administrative duties including use of computer programs pertaining to membership administration. The member experience representative partners with the wellness coach to create a welcoming, safe and seamless orientation experience for new members.Candidates must be at least 18 years of age to be considered for this position.Essential FunctionsService 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 membersProvide 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.18 years of age or olderAssociate’s degree, two years related experience and/or training, or equivalent combination of education and experience preferredComputer skills and the ability to learn appropriate computer programs related to the positionExcellent customer service skillsStrong verbal communication skillsOutgoing personality and a desire to be helpful to othersMust be able to stand for the majority of shiftCurrent certification in CPR/First Aid/AED/Oxygen administration or obtain certification within 30 days of hireOther YMCA-required training and certifications, as applicableAbility to work evenings and weekends as neededBilingual skills preferred