MEMBER ENGAGEMENT SPECIALIST

Channel Islands YMCA•Lompoc, CA

4d•$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 through various channels. The specialist will also handle new and follow-up phone calls regarding facility membership, perform member relations duties including handling complaints and inquiries, and process new memberships and monthly fee payments. A key aspect of this role is ensuring knowledge of YMCA programs and assisting with program enrollment, while also adhering to check-in and service procedures, cash management, and receipting procedures. The position requires handling telephone reception, maintaining a neat and organized Service Desk, ensuring the front lobby area remains tidy and clean, and stocking work areas. The specialist must be proactive with information and knowledge of all program information and changes, and complete opening and closing building procedures. This role provides exceptional customer service and fosters connections with members. At the Channel Islands YMCA, we are committed to building bridges within our communities and aspire to create 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