Member Engagement Specialist

The Member Engagement Specialist is the initial point of contact with members and/or prospective members. Presents a positive image in demeanor and dress and serves as a model for member engagement in all aspects of the job. This position will assist in growing the membership retention rates at the branch.

This position will receive a minimum of 3 weeks Paid-Time Off, Holiday Pay, Full-Time benefits to include Medical, Dental, Vision, Life Insurance, a Retirement 403(b) pension plan upon eligibility and a Free YMCA Household Membership.

OUR CULTURE:
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

1. Responds to the individual needs of the other person. 
2. Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention. Maintains cleanliness and organization of the lobby area.
3. Conducts interviews and/or tours responsive to the needs of prospective members; sells memberships.
4. Develops and maintains positive relationships with volunteers and members and helps members connect with one another and the Y.
5. Serves others by intentionally welcoming, connecting, and supporting members, and inviting them to get involved and give back to the community.
6. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
7. Applies all YMCA policies dealing with member services.
8. May hand out locker keys and towels; may monitor the locker rooms as required. 
9. Provides administrative support to the membership desk by: accurately inputting new memberships, looking up accounts and account information, inputting scholarship-subsidies/3rd-party billing and, entering data for adjustments to accounts as authorized. 
10. Keeps informed of all branch activities & schedules in order to provide exceptional member service. 
11. Accepts donations and Y Partners Campaign contributions, manages and balances a daily till, secures change for cash box, process end of shift controls for review/audit.
12. Fulfills additional duties related to projects or special engagement initiatives, at an elevated role to that of the general Member Engagement Representative, on a consistent basis.
13. Performs other duties as assigned by supervisor. 

LEADERSHIP COMPETENCIES:

• Communication & Influence
• Engaging Community

QUALIFICATIONS: 

• Requires a minimum of a High School Diploma or GED. College level coursework is preferred.
• Prefer a minimum of 1-2 years of customer service, sales or related experience.
• Certifications required within the first week of hire: Bloodborne Pathogens, Appropriate Touch, Child Abuse Prevention, Hazardous Communications, and Defensive Driving.
• Certifications required within the first 60 days of hire: YMCA Healthy Lifestyles, YMCA approved basic life saving skills such as CPR, First Aid, AED.
• If full-time, must be 21 years of age, have a valid driver’s license, as well as capacity to drive to various locations within the greater San Antonio metropolitan area. Must also complete Defensive Driving bi-annually. 
• Excellent interpersonal and problem solving skills. 
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Must be able to word process at 45 WPM and have working knowledge of Microsoft Office Suite. 
• Must become proficient within 30 days in the use of ActiveNet. 

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Work is performed in a fast-paced office environment.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. 
• Visual acuity is required for reading computer screens and/or documents and making changes as necessary/required.
• The employee frequently is required to sit and reach, and must be able to move around the work environment. 
• This position requires analytical abilities and multitasking in order to identify problems and recommend solutions.
• Job requires accuracy and attention to detail, organizational, and time management skills, while maintaining high levels of initiative in order to work within deadlines. 
• Occasional stooping and bending with regular lifting of up to 20 pounds is required. 
• Incumbent must be able to stand for long periods of time, as well as be able to use keyboards, telephone keypads, and writing utensils. 
• Uses best practices and demonstrates up-to-date knowledge and skills in technology.