Membership Engagement II (Customer Service Representative)

YMCA of Greater Seattle; Seattle (WA); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Membership

Health insurance

Retirement plan

Mental health resources

Paid time off

Program discounts

Full-time benefits

Job summary

The YMCA of Greater Seattle is seeking a dedicated Member Engagement Representative for an on-site role in Seattle. You will deliver exceptional member service, build supportive relationships, and guide members to programs and activities that fit their goals.

You will assist with enrollment, answer inquiries, process applications and help members register for programs. This role emphasizes community engagement, retention, and a welcoming environment for all members.

Qualifications

• Six months or more of relevant work experience (sales, retail, reception, customer service, etc.).
• Strong customer service skills, responding to multiple questions via phone, email and in person.
• Basic computer skills.
• Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).

Responsibilities

• Develops positive relationships including providing prompt and courteous service to members, participants and guests.
• Conducts membership interviews, enrolls new members and provides motivational support and guidance; processes member applications, including data entry.
• Assists members with program registration, answers inquiries, including member concerns and provides information on YMCA membership and programs; refers members as appropriate to programs and staff based on member goals/interests.
• Addresses and performs routine duties such as changing/handing out towels, checking locker rooms, handing out locker keys and cleaning equipment.
• Balances and completes reports for financial transactions.
• May control access to facility; may open and/or close facility.
• Supports member engagement and retention activities of the branch.
• Provides guidance and support for assigned at-risk members and maintains related records.
• Conducts follow up on prospects who have not joined, as assigned.
• Follow-ups on new member survey feedback, as assigned.
• Attends staff meetings and trainings as required.
• Other duties as assigned.

Skills

Customer service

Communication

Basic computer skills

Job description

Our Commitment to Equity

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Overview

Our Commitment to Equity

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Job Summary

• This is an on-site position

We have an awesome opportunity for the critical position of Member Engagement Representative. In this role, you will provide our members exceptional customer service, developing strong and supportive relationships that provide motivation and guidance focused on the specific needs of each member. You will play an important role in connecting members with programs and activities that will help them achieve their goals. You will also assist people in the membership and program enrollment process.

What You'll Get From Working At The Y

• Membership to the YMCA of Greater Seattle
• Medical, Dental, Vision, and Life Insurance
• Retirement with generous employer contributions
• Free access to mental health resources
• Rapidly accruing paid time off (PTO)
• Discounts on qualifying YMCA of Greater Seattle childcare, day camp, overnight camp and outdoor leadership programs 25% for part-time staff, 50% for full-time staff
• Some benefits only available to full-time staff

Hiring Range: $21.30 - $23.00/hour DOE

Responsibilities

• Develops positive relationships including providing prompt and courteous service to members, participants and guests.
• Conducts membership interviews, enrolls new members and provides motivational support and guidance. Processes member applications, including performing data entry.
• Assists members and participants with program registration, answers inquiries, including member concerns and provides information on YMCA membership and programs. Refers members as appropriate to programs and/or staff based on member goals/interests.
• Addresses and performs routine duties such as changing/handing out towels, checking locker rooms, handing out locker keys and cleaning equipment.
• Balances and completes reports for financial transactions.
• May control access to facility.
• May open and/or close facility.
• Supports member engagement and retention activities of the branch.
• Provides guidance and support for assigned at-risk members and accurately maintains related records.
• Conducts follow up on prospects who have not joined, as assigned.
• Follow-ups on new member survey feedback, as assigned.
• Attends staff meetings and trainings as required.
• Other duties as assigned.

Code of Conduct for Applicants

All employees and volunteers are responsible for adhering to abuse prevention policies, maintaining appropriate boundaries, completing required training, reporting suspicious or inappropriate behavior, and complying with mandated reporting requirements.

Responsible for ensuring staff are properly screened, trained, supervised and held accountable to the organization’s abuse risk management standards.

Qualifications

• Six months or more of relevant work experience (sales, retail, reception, customer service, etc.).
• Strong customer service skills, responding to multiple questions via phone, email and in person.
• Basic computer skills.

Preferred Qualifications

• Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
• Ability to speak any language in addition to English may be helpful.

Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.

You’ll be a great fit for the Seattle Y if you

• Thrive on working in a collaborative environment.
• Are very adaptable.
• Have high ownership and strong work ethic.
• Are a great problem solver who can think on your feet.
• Truly enjoy being of service to people.
• Like being part of a team that cares about one another as people and enjoy working together.
• Want to know that the work you do contributes to building a better, stronger community for all.

Our Mission

Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.

YMCA of Greater Seattle's Core Values

• Respect
• Responsibility
• Honesty
• Caring
• Passion for Excellence

YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by local, state, or federal law.

All job offers are contingent on the results of a background check. We participate in the Federal E-Verify system.