Membership Experience Specialist II

Crossroads YMCA•Griffith, IN

5d•Onsite

About The Position

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Delivers legendary customer service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships, and programs, and creates a positive, professional, and safe environment welcoming to all.

Requirements

Previous customer service, sales, and cash handling experience is required.
Daxko 101, Listen First Training and I Hear You Service with Care Training.
Daxko 201, Cause Driven Tour Training and Ys way to service engagement trainings.
Certifications required within 30 days of hire: CPR/AED & First Aid and New Employee Orientations.
Excellent interpersonal, communication, and problem-solving skills.
Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
Adept computer skills with CRM experience.
Desire and ability to work with people of all ages and backgrounds.
Visual, auditory, and verbal ability to communicate effectively.
Must have high level of alertness, concentration, and initiative.
Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
Maintain a neat and professional appearance at all times.

Responsibilities

Effectively model and communicate the mission, vision, and values of the Crossroads YMCA.
Greet and assist all members, guests, and staff with a smile and relationship ready manner.
Exceed member expectations by being customer obsessed.
Implement member service and engagement strategies that support and encourage the recruitment of new members and the retention of existing members in a welcoming environment.
Support our members goals by facilitating connections, linking members to other members and or programs/interests.
Responsible for individual cash drawer and shift close-out.
Conduct cause driven tours working to meet/exceed departments tour-to-join closing rate.
Communicate membership options and perks to prospective members and existing members to upgrade/upsell membership to increase retention.
Build relationships, by proactively getting to know members beyond high-level greetings and well wishes and seek to understand their needs.
Inform members of account alerts in a professional and respectful manner.
Inform supervisor/director of unusual situations or unresolved issues in a timely manner.
Apply all YMCA policies dealing with membership services.
Know emergency procedures and be able to demonstrate them, providing a safe environment.
Attend meetings and trainings as assigned.
Participate in special events as assigned.
Be knowledgeable and supportive of the YMCA annual support campaign.
Perform other duties as assigned.