Member Experience Representative

YMCA of Northwest North Carolina•Winston-Salem, NC

1d•$10 - $10

About The Position

The Member Experience Representative supports membership engagement, growth, and retention by building authentic relationships and providing excellent service to members, guests, and program participants. The role performs membership administration using computer programs and partners with wellness staff to provide new members with a welcoming, safe, and seamless orientation. The representative also promotes YMCA programs and involvement opportunities and helps integrate YMCA values into the organization’s culture and programs. This part-time position is based at the Robinhood Road Family YMCA in Winston-Salem, North Carolina. The schedule includes variable weekday morning and afternoon/evening shifts, as well as weekend shifts. Candidates must be at least 18 years old.

Requirements

At least 18 years of age.
Associate’s degree, two years of related experience and/or training, or an equivalent combination of education and experience preferred.
Computer skills and ability to learn computer programs related to the position.
Excellent customer service skills.
Strong verbal communication skills.
Outgoing personality and desire to help others.
Ability to stand for the entirety of the shift.
Current CPR/First Aid/AED/Oxygen administration certification, or ability to obtain certification within 30 days of hire.
Ability to complete other YMCA-required training and certifications, as applicable.
Availability to work weekday and weekend shifts, including evenings as needed.

Nice To Haves

Bilingual skills.

Responsibilities

Greet and assist members, prospective members, and staff in a professional and friendly manner.
Conduct tours for prospective members, explaining membership benefits, the YMCA mission, volunteer opportunities, and financial assistance.
Invite prospective members to join and follow up with those who do not.
Use Listen-First skills to understand members’ goals and connect them with appropriate staff, programs, and small communities.
Coordinate with wellness staff to schedule and support attendance at new-member uFit sessions, and determine follow-up steps when members miss appointments.
Address complaints promptly and courteously, resolve customer service issues, notify the supervisor about unusual or unresolved situations, and communicate concerns and praise using appropriate forms.
Process member ID cards, issue guest passes, and register members for services and programs.
Respond to phone inquiries using YMCA best practices.
Know the facility’s emergency procedures and be prepared to act as the control center during emergencies.
Manage or support DAXKO reports as needed for the branch.
Assist with the Annual Giving Campaign as directed and ask members to contribute.
Stay informed about program areas, volunteer opportunities, and the role and importance of volunteers, and share relevant information with members.
Arrange personal introductions between new members and wellness coaches.
Build relationships with members, volunteers, and coworkers and help people connect with one another and the YMCA.
Promote personal training, boot camps, classes, clinics, and programs during interactions with members.
Encourage members to increase their involvement with the YMCA.
Incorporate YMCA values of caring, honesty, respect, responsibility, and faith into the role.
Develop current skills, learn new skills, maintain applicable accreditations and certifications, and stay informed about YMCA developments through meetings, workshops, and relevant communications.