Member Engagement Specialist

## Description

**POSITION SUMMARY:**

The Member Engagement Specialist is responsible for creating a welcoming atmosphere, driving sales and retention, connecting members to others, engaging members in programs, and sharing the work of the Y as a cause driven organization. The employee supports the general supervision of the facility in accordance with established policies and expectations. They will be responsible for performing those functions in accordance with the stated mission, values, principles, and practices established by the administrative staff, governing committees and Board of Directors of the YMCA.

**ESSENTIAL FUNCTIONS**

• Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with teammates, other staff, members, and participants.
• Builds positive relationships with members by attending to needs and concerns while taking the initiative to provide excellent customer service.
• Responsible for delivering high quality Tours, Member and Program Registrations, Connection, and Engagement strategies related to Membership and Wellness initiatives. Follows branch protocols for engaging prospective members, sales leads, and cross-selling programs.
• Serves as a member advocate and concierge while on duty, with a focus on facilitating small group opportunities for members to connect. Promotes engagement opportunities, volunteerism, and philanthropy as a part of the overall continuum of the member experience.
• Understands all program offerings, pricing, business policies and procedures, and is a proficient user in Dakxo.
• Consistently moves between the Welcome Center, Locker Rooms, Group Fitness Classes, Gym, and Wellness Floor to ensure all members are being served in a quality manner.
• Contributes to a healthy team environment that concentrates on delivering exceptional service to members and participants. Assists in the development and implementation of the Membership Continuum service plan.
• Maintains consistent work schedule. This may include opening/closing the facility, being present during key usage days/times, evenings, and weekends to assist in developing relationships with members.
• Maintains strong communication, an optimistic attitude, and overall facility ownership while working
• Communicates with Directors on member engagement improvement opportunities and assists with implementing changes – based on member feedback, process challenges, and input.
• Accountable for the financial transactions during the shift and the shift close out and batch reconciliation with cash and check transactions.
• Other responsibilities as deemed necessary by supervisor.

## Qualifications
**QUALIFICATIONS:**

• High School diploma and 1-2 years experience in Customer Service and/or Sales environment.
• Professional demeanor, genuine, nurturing, welcoming, courteous, friendly, and ability to relate well to customers.
• Strong computer skills and the ability to understand customer relationship platforms.
• Exceptional communication and customer service skills.
• Must be a self-starter and able to work independently.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Attention to detail, with a consistent high level of responsiveness and follow-up.
• Capable of handling sensitive and confidential information.
• Strategic, critical thinker and problem solver.
• Multi-lingual desired but not required.
• Position requires the following certifications: Basic Life Support, Emergency Oxygen and First Aid.

**WORK ENVIRONMENT & PHYSICAL DEMANDS:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use a computer and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to move around the facility, sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 40 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.
• BLS, AED, O2 and First Aid certifications.
• Some weekend and evening hours required