Membership Experience Staff

YMCA of the Virginia Peninsulas; Warsaw (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

YMCA of the Virginia Peninsulas seeks a Membership Experience Staff member to deliver outstanding member service. Under supervision, you will welcome, connect, support, and engage members, guests and staff, ensuring a safe and welcoming environment.

You will handle check-ins, tours, and communications, maintain cleanliness, assist with program paperwork and center operations, and participate in trainings and emergency procedures as needed.

Qualifications

• Minimum 18 years old.
• YMCA experience in member services or related field preferred.
• Ability to interface with basic software and use phone systems.
• Ability to perform math for money and accounting procedures in YMCA software.
• CPR/First Aid/AED/O2/CAP certification required within 60 days of hire.
• Completion of required trainings: NEO, Bloodborne Pathogens, CAP, and Sexual Harassment.
• Criminal background check and Child Protective Services check required.

Responsibilities

• Greet members and guests, check-in and processing when needed.
• Assist with Welcome Center daily operations.
• Maintain cleanliness and replenish supplies.
• Provide tours and information to current and prospective members.
• Answer multi-line phones and participate in meetings/trainings.
• Follow emergency procedures and safety standards.
• Support fundraising efforts and center operations.

Skills

Member services experience

Professional communication

Math for money handling

Software & phone systems

Education

CPR/First Aid/ AED/ CAP certification within 60 days

Mandatory trainings (NEO, Bloodborne Pathogens, CAP, Sexual Harassment)

Tools

YMCA software

Phone system

Job description

General Function:

Under the supervision of the designated supervisor, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Membership Experience Staff will be responsible for the delivery of an outstanding member experience. With an emphasis on ensuring the highest quality service to members and guests, the Membership Experience Staff will work with all staff to welcome, connect, support, and engage all members, guests, and staff.

Qualifications:

• 1.Minimum of 18 years of age.
• 2.YMCA experience in member services, program, or a related field is preferred.
• 3.Ability to interface with basic software programs and use phone systems.
• 4.Ability to perform math skills required to accurately manage money and accounting procedures for YMCA software operations.
• 5.Possess business professional communication skills.
• 6.Certification in CPR/First Aid/AED/O2/CAP required within 60 days of hire.
• 7.Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
• 8. Satisfactory completion of a criminal background check and Child Protective Services check.

Essential Functions:

• 1.Support the mission, vision and goals of the YMCA.
• 2.Promote a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.
• 3.Lead in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
• 4.Ensure everyone who enters the building is greeted, checked-in, and newly processed when necessary. Specifically greet members by their name as they are scanned into the system.
• 5.Implement the daily operations of the Welcome Center.
• 6.Responsible for maintaining cleanliness of area as well as replenishing supplies.
• 7.Wear staff uniform and name tag, or professional attire when appropriate.
• 8.Responsible for completing membership/program paperwork and processes into current YMCA operations systems.
• 9.Give current and prospective members tours of the facility.
• 10.Efficiently answer multiple line phones with YMCA greeting.
• 11.Attend staff meetings and trainings as scheduled.
• 12.Ensure all members, guests, and program participants are in a safe environment and actively follow center Emergency Operations Plan (EOP).
• 13.Follow department Association standards.
• 14.Follow mandated abuse reporting requirements.
• 15.Act as a leader in emergency situations. Report any accidents or incidents according to Emergency Communication Action Plan.
• 16.Promote and participate in YMCA fundraising efforts to include Annual Support and United Way Campaigns.
• 17.Carry out other related duties as deemed necessary by the Membership Department and center operations to ensure an excellent member experience.

YMCA Competencies (Leader):

Engaging Community, Communication & Influence, Inclusion, Collaboration, Functional Expertise

Skills and Ability Requirements:

• 1.Ability to read, analyze and interpret documents.
• 2.Ability to respond effectively to inquiries or complaints.
• 3.Ability to apply mathematical concepts to practical situations.
• 4.Ability to reason and define difficult problems with limited direction as to means and results.
• 5.Ability to meet the physical demands of this position.

Effect on End Results:

• 1.The membership growth and retention plan for the center is achieved.
• 2.A high degree of member satisfaction is achieved as measured by Net Promoters.
• 3.A positive image of the YMCA is portrayed to members, staff, volunteers and the community.
• 4.A pleasant and comfortable working environment is maintained for all staff.
• 5.Relationships are strengthened through intentional interactions.
• 6.The facility will be safe, clean and an enjoyable place as measured by Q Checks and Risk Management Audits.
• 7.Superior quality standards are met as evidenced by department’s Association Audit Score.

This job description is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor. Job descriptions are reviewed periodically and may be revised if deemed necessary. This job description is not a written or implied contract.