MEMBER ENGAGEMENT SPECIALIST

Channel Islands YMCA•Lompoc, CA

9d•$18 - $19•Onsite

About The Position

The Member Engagement Specialist will conduct interviews and facility tours with prospective members to promote membership, with the goal of increasing new membership enrollments. This role involves engaging members, managing and monitoring recruitment and retention tracking and reporting, and identifying, tracking, and following up consistently with prospective members via branch promotions, software reports, internal/external messaging, etc. The specialist will also generate new prospective members through collaboration with the Program Coordinator/Director, handle all new/follow-up phone calls regarding facility membership promptly and professionally, and perform member relations duties including handling complaints and inquiries, processing new memberships, and monthly fee payments. Additionally, the role requires ensuring knowledge of YMCA programs, assisting with program enrollment, following check-in and service procedures, cash management and receipting procedures, and handling telephone reception. The Member Engagement Specialist is responsible for maintaining a neat and organized Service Desk, ensuring the front lobby area remains tidy and clean, stocking work areas with necessary supplies, and being proactive with information and knowledge of all program information and changes. This position also completes opening and closing building procedures and provides exceptional customer service, fostering connections with members. The Channel Islands YMCA is committed to building bridges within our communities and creating spaces, experiences, and a culture where all people belong and feel connected.

Requirements

Must be at least 18 years old
High School Diploma or equivalent
Complete required certifications within 60 days of hire
Complete all required Branch and Position specific trainings as required within two weeks of hire
Ability to obtain a criminal record clearance

Nice To Haves

Previous customer service experience preferred

Responsibilities

Conduct interviews and facility tours with prospective members to promote, the goal of increasing new membership enrollments
Engage members and manage and monitor recruitment and retention tracking and reporting
Identify, track and follow-up consistently with prospective members via branch promotions, software reports, internal/external messaging etc
Generate new prospective members through collaboration with Program Coordinator/Director
Handle all new/follow up phone calls regarding facility membership promptly and in a professional courteous manner
Perform member relations duties including handling complaints and inquiries, processing new memberships and monthly fee payments
Ensure knowledge of YMCA programs and assist with program enrollment
Follow check-in and service procedures
Follow cash management and receipting procedures
Handle telephone reception
Maintain a neat and organized Service Desk
Ensure the front lobby area remains tidy and clean
Stock work areas with forms and stationary supplies
Be proactive with information and knowledge of all program information and changes
Complete opening and closing building procedures
Provides exceptional customer service and fosters connections with members