Member Engagement Coordinator (Whitaker)

Under the direction of the Membership Engagement Director, the Membership Coordinator is key point of contact relating to all branch membership sales and retention including, but not limited to, following up with new members, customer service and all initiatives focused on membership retention and engagement. The Membership Engagement Coordinator functions as lead engagement staff for their assigned shift and provides support for other membership department or wellness department staff.

Working hours: Tuesday – Friday 11:30 am – 8 pm and Saturday 9:30 am - 6 pm

ESSENTIAL FUNCTIONS:

• Models exceptional customer-service standards
• Functions as membership team leader on assigned shift.
• Provides support to other membership staff and wellness staff
• Primary contact for on-boarding new members and assisting prospective members.
• Assist Member Engagement Director with on-going communication with Member Service staff on new information/updates/changes.
• Assist Director of Healthy Living and Family Engagement with wellness engagement initiatives.
• Follow written engagement plan for new joins.
• Follow and implement membership sales strategies.
• Process new memberships, including full completion of all membership paperwork.
• Follow written plan to follow-up with all prospective members; Build new membership prospects through relationship building.
• Sound independent judgment and discretion must be used regularly, utilizing exceptional interpersonal skills, to assist potential members in decision-making.
• A high level of professional written, verbal and non-verbal communication must be displayed to effectively convey ideas and objectives to members, potential members, and branch and leadership staff.
• Become proficient in Daxko software.
• Assist Branch leadership with membership retention, recruitment, sales and operations of the Membership Department.

Service Skills:

• Greet members and guest. Show interest in member and guests concerns. Listen to suggestions and respond promptly.
• Know members’ names and use them in their presence
• Listen to suggestions and respond promptly.
• Address complaints/concerns immediately.
• Provide information on facility services and programs
• Interview (implementing and follow-up)
• Monitoring Access In/Out of the YMCA facility
• Phone Inquiries and Registration
• Always look for way to improve performance
• Emphasize fun, make the Y a happy place with positive relationships
• Maintaining Neat/Clean Area (includes services such as making coffee etc.)
• Able to remain alert for extended periods of time
• Must be able to maintain positive working relationships with internal/external customers
• Must have the ability to adapt to changing situations such as strategic initiatives. Must possess a positive attitude.
• Must be a highly motivated self-starter.

 Relationship Skills:

• Make members feel comfortable and at ease.
• Be open, friendly and approachable to members
• Initiate interaction with and between members
• Frequently ask if there is any way you can help
• Ask about their goals; progress and satisfaction

Member Involvement Skills:

• Be knowledgeable about programs areas and share information with members
• Be informed and up-to-date on latest developments in your field
• Recommend participation in a variety of Y programs
• Be able to articulate the YMCA’s Mission, values and benefits
• Ask members to contribute to the annual campaign
• Be able to articulate the role and importance of volunteers

Work Schedule:

This is a full-time non-exempt position which regularly requires evening work. Work schedule may be adjusted to accommodate “high traffic” times. Due to the service nature of YMCA programs and services, it is essential that staff be at work to perform their job functions.

QUALIFICATIONS:

This position requires high school diploma or equivalent and at least 2 years in a customer service related field.   Strong organizational and leadership skills that lead to the successful accomplishment of the essential duties and responsibilities listed below. To successfully accomplish this job, an individual must be able to perform each essential duty proficiently.  A person filling this position must demonstrate strong initiative, creativity, flexibility, and be able to operate and promote an environment that supports the YMCA’s mission and its four core values.

Certifications/Trainings:

• Certified in 1^st Aid and CPRPR and/or obtain certification within 30 days of hire
• Attend New Employee Orientation
• Attend Listen First Training           

General Requirements:

This position requires strong organizational, computer, business equipment, communication and interpersonal skills.  The ability and willingness to learn, be multi-task with good problem solving skills, along with excellent customer service skills are essential.  Individuals with previous customer service experience and/or a related field along with a strong initiative, adaptable to change, and responsive are encouraged to apply.  Must exemplify the character development core values of the YMCA; Caring, Respect, Responsibility and Honesty.

Special Skill Requirements:

Must possess the skills to operate standard office and computer equipment.  Must be able to perform basic math skills including addition, subtraction, multiplication, division, percentages and ratios.  Must be able to read and interpret documents.  Must possess and demonstrate strong organizational skills.  Must possess highly effective oral and written communications skills and be able to respond effectively to the most sensitive inquiries and complaints.  Must be able to define problems, collect data, establish facts and draw valid conclusions.  Must have initiative and discriminating judgment.

Physical and Mental Requirements:

May be required to lift and carry up to 30 pounds in the form of supplies or equipment.  May be required to stand for extended periods of time.  Exhibit manual dexterity in order to accurately work on phone, computer keyboard, and other related office equipment.  Receives and follows general instructions.  Must be capable of working under pressure in a somewhat disruptive environment while remaining professional and exhibiting an upbeat attitude.  Must possess auditory, verbal and visual capabilities in order to adequately communicate via phone, computer or in person.

The YMCA of Central Kentucky promotes an equal employment opportunity workplace that includes reasonable accommodation of otherwise qualified disabled applicants and employees.