Member Experience Representative

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Member Experience Representative/Welcome Center Representative is responsible for assuring excellent member services to each member and to answer questions of program participants and guests. In addition, the Member Services Staff will assume any other responsibilities that will serve the membership of the YMCA of Central Virginia and/or strengthen the Community. This position is an integral part of the Member Experience Team (MET).

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility.

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:

• Communicate in a friendly and courteous manner when answering phones, transferring calls, and taking messages.
• Receipt all program and membership fees., leaving a clear paper trail of membership and program interactions.
• Ability to communicate properly and effectively with people at all levels.
• Greet everyone who enters the facility in a friendly manner. Interact with all members in a positive, caring manner.
• Make sure that all members and guests are properly checked in. Greet members by name when scanning.
• Execute effective Cause Driven Tours that lead to membership conversion once trained. (coming in 2024)
• Verify all membership information to be accurate and capture photos of each member.
• Be knowledgeable and be able to answer all questions pertaining to all programs and membership or know where to find it. IF you do not know answer with, “Let me get back with you” on that. Own It!
• Responsible for accurate input of all program registrations and membership signups.
• Responsible for accurately reconciling daily cash receipts and closeouts.
• Impeccable Customer Service and Member Relations.
• Responsible for finding coverage for your shift if you are unable to work.

LEADERSHIP COMPETENCIES:

Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit.

Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to Y’s cause.

Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors’ communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.

QUALIFICATIONS:

• Must be able to effectively communicate with members, staff, volunteers, guests, and vendors.
• Knowledge in customer service, which includes proper phone etiquette, forward facing interactions, and computer experience.
• Minimum age of 16
• Previous experience working with children.
• Work effectively with people of different backgrounds, abilities, opinions, and perceptions.
• First Aid, CPR and AED within 30 days of hire.

WORK ENVIRONMENT:

HOURS: Must be flexible

• 24-hour notice required if calling out for shift and you are responsible for getting your own sub.
• Availability must be turned in by the 15th of each month to the Director- Membership Experience
• Safety First! Must know how to report and respond to abuse. Follow all safety policies and procedures.
• Ability to verbally lead group activities.
• Adequate mobility, sight and hearing to effectively supervise program participants.
• Sufficient strength and agility to perform essential functions of position including the ability to lift a child who weighs approximately 50 pounds.
• Ability to perform essential functions which may involve, but not limited to, the following activities: standing; sitting; semi-to-full reaching overhead; crouching; kneeling; carrying; twisting of the waist, shoulders and legs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function