Jobs


Job Code: WC

Member Experience Associate

Category: Member Services
Location: Wolf Creek YMCA

Job Type: Full-Time
Keywords: Hourly

Description:

The Member Experience Associate, in accordance with Association policies, is responsible for member engagement and retention through impeccable member service and practices that promote member engagement, specifically connecting members to programs. The Member Experience Associate will possess extensive knowledge in member and membership processes as well as all aspects of YMCA programming and services.   

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1.   Meet and exceed membership satisfaction and retention goals.
  2.   Ensure that daily care of members is first priority; assist with both the member service desk, front desk operations and the wellness floor. Accurately process new member processing, program enrollment, scanning membership cards, and welcome and greet members. Schedule Smart Start appointments for all new members.
  3.   Maintain confidentiality of sensitive personal and financial data for each member.
  4.   Monitoring and enforcing membership policies and procedures.
  5.   Collaborate with all branch staff to ensure service excellence and timely follow-up to all member questions and/or complaints.
  6. Assist in selling memberships and programs by proactively engaging in conversations on the benefits of YMCA memberships and programs.
  7.   Respond to emergency situations by adhering to the safety policies and procedures set up for the Association.
  8. Give tours of the facility; promote the benefits of membership. Explain pricing and options.
  9. Actively participate in the Annual Campaign by helping to raise dollars toward the goal.
  10. Oversee the member check-in procedure and engage in member conversations on the wellness floor.
  11. Assist in the successful implementation of the Association’s Smart Start Program
  12. Ability to work a flexible schedule including evenings, weekends and holidays based upon needs of the YMCA.
  13. Perform other duties assigned.

 

Requirements:

A college degree and a minimum of 2 years of health & wellness and/or customer service experience preferred.  The ability to work well and effectively communicate with a diverse population in a wide variety of situations is required.  Confidentiality and excellent organization skills are strongly emphasized.  Friendly disposition and knowledge of excellent customer service practices.  Must have good written and verbal communication skills and effective conflict resolution skills.   Must demonstrate strong organizational skills.


If interested, please send resume electronically by October 10, 2020 to Chris Platz at cplatz@ymcatoledo.org