Member Experience Specialist II

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

Job summary

The Crossroads YMCA in Crown Point, IN is seeking a Part-Time Member Services Associate to deliver legendary customer service, promote memberships and programs, and maintain a welcoming, safe environment for all. The role is about 20 hours per week with starting pay at $14.00 per hour, based on experience.

Respond to member needs, assist with tours, upsell memberships, and support events while upholding YMCA policies and ensuring a friendly atmosphere for our community.

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.
• Adequate computer skills with CRM experience.

Responsibilities

• Greet and assist all members, guests, and staff with a smile and relationship-ready manner.
• Promote memberships and programs to drive recruitment and retention.
• Handle cash drawer and shift close-out.
• Provide a safe, welcoming environment and respond to member needs.
• Maintain knowledge of YMCA policies and emergency procedures.

Skills

Customer service

Cash handling

CRM experience

Communication

Problem solving

Sales

Tools

Daxko 101

Daxko 201

Job description

Job Details: Job Location: YMCA Sportscenter at Crown Point - Crown Point, IN 46307 Position Type: Part Time 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.

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.