MEMBER ENGAGEMENT SPECIALIST

Channel Islands YMCA•Santa Ynez, CA

2d•Onsite

About The Position

The Member Engagement Specialist will conduct interviews and facility tours with prospective members to promote membership enrollment. This role involves engaging members, managing recruitment and retention tracking, and following up with prospective members through various channels. The specialist will also handle phone calls, process memberships and payments, and ensure knowledge of YMCA programs. Additionally, the role includes performing member relations duties, maintaining the service desk and lobby area, and completing opening and closing procedures. A key aspect of this position is providing exceptional customer service and fostering connections with members, contributing to the Channel Islands YMCA's commitment to building bridges and creating a culture where all people belong.

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