Membership Experience Specialist L1- Hilltop YMCA

POSITION SUMMARY:

Works with new and existing members to ensure they feel welcome and supported, while developing a sense of connection both with the Y cause and other members.  Membership Experience Specialists will serve our community in a multitude of ways, by working as a team to create a branch environment and culture that embodies the Y’s mission of strengthening spirit, mind and body.

ESSENTIAL FUNCTIONS include the following, other duties may be assigned:

1. Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors and healthy living practices.
2. Scans membership cards of all entering the building; makes members feel welcome by learning and using their names when they enter and exit facility; grants access to facility
3. Based on computer system scan results; conveys information about membership related to payments or renewals to member upon entry to the building.  
4. Maintains accurate records of transactions and shift activity; this includes but is not limited to: completing cash, check and credit sales accurately using computer system, providing change and receipts, and maintaining accurate records of transactions and shift activity to balance a cash drawer.
5. Helps members to connect with one another to form friendships.
6. Provides information about the Y (including membership, program, facility, services, financial assistance, etc.) to callers, guests and members.
7. Provides facility tours in person or over the phone to prospective members, follows up with prospects in a timely manner, sells memberships to guests according to the procedures & policies provided in training & by supervisors including collecting all required information for accurate records & database management, completes required outreach to members as directed, and places memberships on hold or performs membership cancellations in accordance with training, policies and procedures.
8. Ensures that the Welcome Desk is clean, orderly, welcoming, and adequately stocked to provide for members’ needs.
9. Follows YMCA policies and procedures; responds to emergency situations.

YMCA COMPETENCIES (Leader):

Mission Advancement:Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration:Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness:Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth:Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

• High school diploma and at least two years of related experience and/or training 
• Passionate belief in the Y’s cause of nurturing the potential of all youth, supporting healthy living for all people and finding ways to help and support our neighbors.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Basic computer skills such as knowledge of word processing, spreadsheet and database programs.
• Proven track record of developing authentic relationships with others.
• Must complete all required Welcome Desk and Daxko trainings in first 30 days
• CPR, First Aid, AED and O2 certifications must be obtained within 90 days
• Must keep certifications current throughout employment.
• All staff must complete the Y’s safety training through their Kronos checklist and all applicable paperwork in the checklist prior to their first day of work.

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 occasionally required to sit and talk or hear.  The employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 40 pounds.  Specific vision abilities required by this job include close vision, and distance vision. The noise level in the work environment is usually moderate.