Membership Engagement II (Customer Service Representative)
About The Position
Our Commitment to Equity The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner. Job Summary This is an on-site position We have an awesome opportunity for the critical position of Member Engagement Representative. In this role, you will provide our members exceptional customer service, developing strong and supportive relationships that provide motivation and guidance focused on the specific needs of each member. You will play an important role in connecting members with programs and activities that will help them achieve their goals. You will also assist people in the membership and program enrollment process. What you'll get from working at the Y Membership to the YMCA of Greater Seattle Medical, Dental, Vision, and Life Insurance Retirement with generous employer contributions Free access to mental health resources Rapidly accruing paid time off (PTO) Discounts on qualifying YMCA of Greater Seattle childcare, day camp, overnight camp and outdoor leadership programs 25% for part-time staff, 50% for full-time staff Some benefits only available to full-time staff Hiring Range: $21.30 - $23.00/hour DOE
Requirements
- Six months or more of relevant work experience (sales, retail, reception, customer service, etc.).
- Strong customer service skills, responding to multiple questions via phone, email and in person.
- Basic computer skills.
Nice To Haves
- Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
- Ability to speak any language in addition to English may be helpful.
- Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
Responsibilities
- Develops positive relationships including providing prompt and courteous service to members, participants and guests.
- Conducts membership interviews, enrolls new members and provides motivational support and guidance. Processes member applications, including performing data entry.
- Assists members and participants with program registration, answers inquiries, including member concerns and provides information on YMCA membership and programs. Refers members as appropriate to programs and/or staff based on member goals/interests.
- Addresses and performs routine duties such as changing/handing out towels, checking locker rooms, handing out locker keys and cleaning equipment.
- Balances and completes reports for financial transactions.
- May control access to facility.
- May open and/or close facility.
- Supports member engagement and retention activities of the branch.
- Provides guidance and support for assigned at-risk members and accurately maintains related records.
- Conducts follow up on prospects who have not joined, as assigned.
- Follow-ups on new member survey feedback, as assigned.
- Attends staff meetings and trainings as required.
- Other duties as assigned.
- All employees and volunteers are responsible for adhering to abuse prevention policies, maintaining appropriate boundaries, completing required training, reporting suspicious or inappropriate behavior, and complying with mandated reporting requirements.
- Responsible for ensuring staff are properly screened, trained, supervised and held accountable to the organization’s abuse risk management standards.
Benefits
- Membership to the YMCA of Greater Seattle
- Medical, Dental, Vision, and Life Insurance
- Retirement with generous employer contributions
- Free access to mental health resources
- Rapidly accruing paid time off (PTO)
- Discounts on qualifying YMCA of Greater Seattle childcare, day camp, overnight camp and outdoor leadership programs 25% for part-time staff, 50% for full-time staff
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
