Apply by July 14, 2024

Schedule: Monday-Friday 12pm-8pm **Holidays and Weekends as needed**

POSITION SUMMARY:

The Member Experience Leader is responsible for increasing membership engagement, growth and retention. Primary responsibilities include strengthening member commitment through authentic personal relationships and delivering excellent service to members, guests and program participants. Effectively performs administrative duties including use of computer programs pertaining to membership administration. The relationship specialist partners with the wellness coach to create a welcoming, safe and seamless orientation experience for new members.

ESSENTIAL FUNCTIONS:

Service Skills:

• Greet and assist all members, potential members and staff in a professional and friendly manner.
• Conduct tours with prospective members, explaining the benefits of membership, the YMCA mission, volunteer opportunities and financial assistance. Ask prospective members to join and make follow-up contact with those who do not.
• Use Listen-First skills with health-seekers and other members to determine goals and connect them with appropriate staff, programs and small communities.
• Meet regularly with wellness staff to insure that new members are scheduled for and attend new member uFit sessions. Determine next steps to contact members who have missed appointments.
• Address complaints in a courteous, timely manner. Effectively negotiate and resolve customer service issues. Inform supervisor of unusual situations or unresolved issues. Use appropriate forms to communicate concerns and praise.
• Process new 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 emergency situations.
• Manage or support DAXKO reports as needed for the branch.
• Assist with the Annual Impact Fund Campaign as directed.
• Be knowledgeable about program areas and share information with members.
• Be able to articulate the role and importance of volunteers, and be informed about volunteer opportunities.
• Be able to articulate the YMCA’s mission, values and benefits.
• Administrate the Teen Referral program, Reaching our Potential. Connecting with our Middle School and High School in a mentoring way. Processing applications and tracking Orientation progress as the main contact for the Robinhood branch.

Member Engagement Skills:

• Understand how the Membership Department partners with the Wellness Department to offer a safe, seamless orientation to new members.
• Displays ease and comfort with people of different backgrounds and abilities.
• Arrange personal introductions between new members and wellness coaches.
• Build authentic personal relationships with members, volunteers and co-workers; help members and volunteers connect with one another and the YMCA.
• Take the professional initiative to promote personal training, boot camps, classes, clinics and programs during encounters with members
• Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships.
• Ask members to contribute to the annual impact fund.
• Incorporate YMCA values of caring, honesty, respect, responsibility and faith into all aspects of the position to ensure YMCA values are integrated into our culture and programs.

Self-Development Skills:

• Demonstrates an active interest in enhancing current skills and learning new ones.
• Takes advantage of multiple learning resources (classes, books, mentors, professional interest groups, formal education, etc.).
• Maintains accreditations and certifications, if applicable.
• Keeps apprised of developments within the YMCA by attending meetings, workshops and reading relevant communications.

QUALIFICATIONS:

• Associate’s degree, two years related experience and/or training, or equivalent combination of education and experience
• Computer skills and the ability to learn appropriate computer programs related to the position
• Excellent customer service skills
• Strong verbal communication skills
• Outgoing personality and a desire to be helpful to others
• Must be able to stand for the majority of shift
• Current certification in CPR/First Aid/AED/Oxygen administration or obtain certification within 30 days of hire
• Other YMCA-required training and certifications, as applicable
• Ability to work early mornings, evenings, and weekends as needed
• Bilingual skills preferred

DIVERSITY, EQUITY, & INCLUSION VISION STATEMENT:

The Y is a place where common ground thrives and people of all walks of life can belong. We approach diversity and inclusion through the Christian principles of love, compassion, kindness, and respect. The YMCA of Northwest North Carolina will promote and exemplify togetherness. We value, encourage, and nurture the contributions that each person makes to our increasingly diverse association and the communities we serve.

EQUAL EMPLOYMENT OPPORTUNITY:

It is the policy of the Y to provide equal employment opportunities without regard to race, color, religion, age, sex, gender, pregnancy, national origin, veteran status, sexual orientation, marital status, mental or physical diverse ability, genetic Information, or other protected characteristics.

PHYSICAL DEMANDS;

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee is occasionally required to sit. The employee must occasionally lift and/or move up to 25 pounds.