Membership Experience Staff - Evenings and Weekends

The YMCA of the Virginia Peninsulas; Newport News (VA); On-site; USD 32,000 - 52,000; Full time

Job summary

The YMCA of the Virginia Peninsulas is seeking a Membership Experience Staff member to ensure an outstanding member experience. You will greet, check-in, and process members, while assisting with Welcome Center operations and daily tasks.

You’ll maintain a clean, organized space, handle paperwork in YMCA systems, give tours, and respond to inquiries by phone. Participation in trainings and safety protocols is required.

Qualifications

• Minimum age 16 years.
• 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.
• Possess business professional communication skills.
• CPR/First Aid/AED/O2/CAP certification required within 60 days of hire.
• Complete trainings: NEO, Bloodborne Pathogens, CAP, Sexual Harassment.
• Satisfactory completion of background and Child Protective Services checks.

Responsibilities

• Greet, check-in, and process members and guests.
• Operate the Welcome Center daily.
• Maintain cleanliness and replenish supplies.
• Process membership/program paperwork in YMCA systems.
• Give tours to current and prospective members.
• Answer multi-line phones with YMCA greeting.
• Attend trainings and staff meetings as scheduled.
• Follow Emergency Operations Plan and safety guidelines.
• Support fundraising efforts (Annual Support, United Way).
• Lead in emergency situations as needed.

Skills

Communication skills

Software proficiency

Math / cash handling

Customer service

Education

CPR/First Aid/AED/O2/CAP certification

Tools

Phone systems

YMCA software operations

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. 1.Minimum of 16 years of age.
2. 2.YMCA experience in member services, program, or a related field is preferred.
3. 3.Ability to interface with basic software programs and use phone systems.
4. 4.Ability to perform math skills required to accurately manage money and accounting procedures for YMCA software operations.
5. 5.Possess business professional communication skills.
6. 6.Certification in CPR/First Aid/AED/O2/CAP required within 60 days of hire.
7. 7.Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
8. 8. Satisfactory completion of a criminal background check and Child Protective Services check.

Essential Functions:

1. 1.Support the mission, vision and goals of the YMCA.
2. 2.Promote a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.
3. 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. 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. 5.Implement the daily operations of the Welcome Center.
6. 6.Responsible for maintaining cleanliness of area as well as replenishing supplies.
7. 7.Wear staff uniform and name tag, or professional attire when appropriate.
8. 8.Responsible for completing membership/program paperwork and processes into current YMCA operations systems.
9. 9.Give current and prospective members tours of the facility.
10. 10.Efficiently answer multiple line phones with YMCA greeting.
11. 11.Attend staff meetings and trainings as scheduled.
12. 12.Ensure all members, guests, and program participants are in a safe environment and actively follow center Emergency Operations Plan (EOP).
13. 13.Follow department Association standards.
14. 14.Follow mandated abuse reporting requirements.
15. 15.Act as a leader in emergency situations. Report any accidents or incidents according to Emergency Communication Action Plan.
16. 16.Promote and participate in YMCA fundraising efforts to include Annual Support and United Way Campaigns.
17. 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. 1.Ability to read, analyze and interpret documents.
2. 2.Ability to respond effectively to inquiries or complaints.
3. 3.Ability to apply mathematical concepts to practical situations.
4. 4.Ability to reason and define difficult problems with limited direction as to means and results.
5. 5.Ability to meet the physical demands of this position.

Effect on End Results:

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