Membership Specialist

Family YMCA of Marion and Polk Counties; Salem (OR); On-site; USD 38,000 - 52,000; Full time

Job summary

Family YMCA of Marion and Polk Counties seeks a Membership Specialist to drive programs, engagement, retention and memberships. You will assess needs via interview-style conversations and match them to YMCA childcare, youth programs, and memberships.

You will explain benefits, close sales, and serve as a resource for parents and members with a strong emphasis on core Y values. The role requires customer service excellence, data integrity in the membership system, and collaboration with multiple

Qualifications

• Strong customer service and communication skills.
• Willingness to engage members and explain programs.
• Ability to respond calmly in emergencies and manage conflicts.

Responsibilities

• Provide exceptional customer service at the membership/registration desk.
• Explain programs, memberships, pricing and assist with registrations.
• Engage participants and members to join YMCA activities and events.
• Close sales and promote financial assistance where needed.
• Maintain data in the membership system and ensure accuracy.
• Support retention efforts and communicate with members regularly.

Skills

Customer service

Communication

Sales

Multitasking

Diversity awareness

Education

First Aid certification

CPR

Tools

Daxko

Job description

Position Summary

Membership Specialist is responsible for the development and execution of programs and membership engagement, retention, and sales activities. Using an interview format, the membership specialist assesses the individual needs, wants and interests of each potential participant and/or member and matches them to YMCA childcare, youth programs and membership. Enthusiastically explains the benefits of YMCA childcare, youth programs and memberships and effectively closes the sale. Provides a point of contact for parents, program participants and members and performs retention activities. Will handle any management level questions and emergencies as needed, calling on a manager or MOD to resolve high level customer concerns. To model, practice and carry out the Y core values of Caring, Honesty, Respect and Responsibility.

Description

Membership Specialist is responsible for the development and execution of programs and membership engagement, retention, and sales activities. Using an interview format, the membership specialist assesses the individual needs, wants and interests of each potential participant and/or member and matches them to YMCA childcare, youth programs and membership. Enthusiastically explains the benefits of YMCA childcare, youth programs and memberships and effectively closes the sale. Provides a point of contact for parents, program participants and members and performs retention activities. Will handle any management level questions and emergencies as needed, calling on a manager or MOD to resolve high level customer concerns. To model, practice and carry out the Y core values of Caring, Honesty, Respect and Responsibility.

Our Culture

In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Essential Functions

MEMBERSHIP/REGISTRATION DESK DUTIES

• Provide exceptional customer service.
• Provides general information about programs/memberships and pricing.
• Processes program registrations and changes.
• Handle incoming YMCA phone calls and distributes phone and email messages.
• Supports all departments to prepare for upcoming events.
• Process communication for all program registrations.
• Maintain cleanliness of the membership desk area and lobby.
• Maintain data integrity in Daxko.
• Archive forms.

Participant/Membership Engagement

• Acknowledges everyone who comes in and out of the building.
• Learns participant (parent & child) and member names and uses them frequently.
• Introduces participants/members to other participants/members and staff.
• Involves participants/members in other YMCA activities and volunteer opportunities.
• Promotes the YMCA mission and philosophy in all interactions.

Membership Sales

• Immediately engage new members by performing prospect interviews resulting in a successful match between YMCA programs and prospect needs.
• Accurately conveys information about all YMCA programs and membership.
• Readily offers financial assistance to all inquiring parties.

Membership Retention

• Uses existing systems to stay in contact with members and add value to their memberships.
• Finds creative ways of increasing contact, member satisfaction and retention that can be adopted branch and association wide.
• Initiates customer communications to engage 3rd party pay member participation in wellness programing and increase frequency of visits.

Membership Account Maintenance

• Maintains accurate account status in Daxko for all membership units including 3rd party pay, invoicing, bank draft, membership cancellation and status change.

Working Conditions

• Ability to thrive in an ever-evolving environment.
• Ability to work irregular work hours including nights & weekends.
• Visual and auditory ability to respond to critical incidents and physical ability to act swiftly in emergency situations.
• Ability to stand or sit maintaining alertness for several hours at a time.
• Excellent verbal and written communication skills.
• Ability to effectively use a computer for data entry and research.
• Ability to interact with a diversity of people and various levels of personnel.
• Ability to speak concisely and effectively communicate with a diversity of people.
• Ability to handle multiple tasks simultaneously.
• Ability to speak more than one language preferred.

This job description may not be all inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

All candidates must have reliable transportation. Job offers are contingent upon completion of a rigorous criminal history background check.

Requirements

Entry Requirements

• Successful experience in public relations, reception, or sales.
• Strong interpersonal and communication skills.
• Ability to listen and discern members & guests wants needs and interests.
• Must be able to work independently at times without supervision.
• Must demonstrate complaint resolution and deescalation abilities.
• Ability to respond to safety and emergency situations.
• Current First Aid certification, CPR. *within 30 days of employment or first available training.

Physical/Mental Requirements

• Must be physically capable of observing and listening for stressful situations at all times.
• Must be physically capable of lifting 40 pounds.
• Must be able to quickly reach a person and/or situation to prevent harm.

All candidates must have reliable transportation. Any job offer will be contingent on passing a rigorous criminal history background check.