Member Experience Specialist II

Crossroads-Ymca-; Crown Point (IN); On-site; USD 16,000 - 23,000; Part time

Job summary

Crossroads YMCA in Crown Point, IN is seeking a part-time Member Services Associate to deliver legendary service to members, guests and program participants. The role includes promoting memberships and programs, handling a cash drawer, and contributing to a safe, welcoming environment.

Qualifications include previous customer service, sales and cash handling experience; CPR/AED and First Aid certifications within 30 days; comfort with CRM systems and basic computer skills; ability to engage

Qualifications

• Previous customer service, sales, and cash handling experience is required.
• Daxko 101, Listen First Training and I Hear You Service with Care Training.
• Daxko 201, Cause Driven Tour Training and Ys way to service engagement trainings.
• Certifications required within 30 days of hire: CPR/AED & First Aid and New Employee Orientations.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
• Adept computer skills with CRM experience.
• Desire and ability to work with people of all ages and backgrounds.

Responsibilities

• Greet and assist all members, guests, and staff.
• Promote memberships and programs to drive enrollment and retention.
• Handle a cash drawer and perform shift close-out.
• Provide cause-driven tours and explain membership options to prospective members.
• Build relationships by connecting members to programs and other members.
• Maintain a safe, welcoming environment and follow YMCA policies.

Skills

Customer service

Sales experience

Cash handling

CRM experience

Communication skills

Interpersonal skills

Computer literacy

Job description

Pay starts at $14.00 per hour and up based on experience.Do you enjoy building relationships within your community? Join our Crossroads YMCA team to support our members on their journey as well as your own, with a healthy mind, body and spirit. Position is approximately 20 hours per week.POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Delivers legendary customer service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships, and programs, and creates a positive, professional, and safe environment welcoming to all.ESSENTIAL FUNCTIONS:Effectively model and communicate the mission, vision, and values of the Crossroads YMCA.Greet and assist all members, guests, and staff with a smile and relationship ready manner. Exceed member expectations by being customer obsessed.Implement member service and engagement strategies that support and encourage the recruitment of new members and the retention of existing members in a welcoming environment.Support our members goals by facilitating connections, linking members to other members and or programs/interests.Responsible for individual cash drawer and shift close-out.Conduct cause driven tours working to meet/exceed departments tour-to-join closing rate.Communicate membership options and perks to prospective members and existing members to upgrade/upsell membership to increase retention.Build relationships, by proactively getting to know members beyond high-level greetings and well wishes and seek to understand their needs.Inform members of account alerts in a professional and respectful manner.Inform supervisor/director of unusual situations or unresolved issues in a timely manner.Apply all YMCA policies dealing with membership services.Know emergency procedures and be able to demonstrate them, providing a safe environment.Attend meetings and trainings as assigned. Participate in special events as assigned.Be knowledgeable and supportive of the YMCA annual support campaign.Perform other duties as assigned.QUALIFICATIONS:Previous customer service, sales, and cash handling experience is required.Daxko 101, Listen First Training and I Hear You Service with Care Training.Daxko 201, Cause Driven Tour Training and Ys way to service engagement trainings.Certifications required within 30 days of hire: CPR/AED & First Aid and New Employee Orientations.Excellent interpersonal, communication, and problem-solving skills.Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.Adept computer skills with CRM experience.Desire and ability to work with people of all ages and backgrounds.YMCA COMPETENCIES (Leader):The National YMCA Mission:To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.Caring: Demonstrates kindness and empathy in daily interactions. Welcomes all and builds positive relationships with members and teammates.Honesty: Acts with integrity, keeps commitments, and communicates truthfully.Respect: Treats others with dignity and listens with empathy. Welcomes all backgrounds and identities.Responsibility: Follows through on tasks and takes ownership of behavior and results.WORK ENVIRONMENT & PHYSICAL DEMANDS:Visual, auditory, and verbal ability to communicate effectively.Must have high level of alertness, concentration, and initiative.Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.Maintain a neat and professional appearance at all times.