MEMBER ENGAGEMENT SPECIALIST

Channel Islands YMCA•Santa Ynez, CA

4d•$18 - $19•Onsite

About The Position

The Member Engagement Specialist conducts interviews and facility tours with prospective members to promote enrollment, while engaging members and managing recruitment and retention tracking and reporting. The role identifies and follows up with prospective members through branch promotions, software reports, and internal and external messaging, and generates prospects in collaboration with program staff. The position handles membership-related calls, inquiries, complaints, new memberships, and monthly fee payments. It also supports program enrollment, follows check-in, service, cash management, and receipting procedures, and maintains telephone reception and an organized, tidy Service Desk and lobby. The specialist keeps informed about YMCA programs and changes, stocks work areas with supplies, completes building opening and closing procedures, and provides exceptional customer service while fostering connections with members.

Requirements

Must be at least 18 years old.
High school diploma or equivalent.
Complete required certifications within 60 days of hire.
Complete required branch- and position-specific training 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 new membership enrollment.
Engage members and manage and monitor recruitment and retention tracking and reporting.
Identify, track, and consistently follow up with prospective members using branch promotions, software reports, and internal and external messaging.
Generate prospective members through collaboration with the Program Coordinator or Director.
Handle new and follow-up phone calls about facility membership promptly and courteously.
Handle member relations, including complaints and inquiries, processing new memberships, and accepting monthly fee payments.
Maintain 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 an organized Service Desk and keep the front lobby tidy and clean.
Stock work areas with forms and stationery supplies.
Stay informed about program information and changes.
Complete building opening and closing procedures.
Provide exceptional customer service and foster connections with members.