What are the responsibilities and job description for the Support Services Center - Engagement Specialist position at YOUNG MEN'S CHRISTIAN ASSOCIATION OF WICHITA...?
GENERAL FUNCTION: Under the guidance of the CRM Systems Administrator, the SSC Engagement Specialist will support the association’s membership departments by providing comprehensive, timely customer service by having a clear knowledge of YMCA processes, programs, and services.
MINIMUM ENTRY REQUIREMENTS
Education/Experience Requirements:
1. Minimum age of 21
2. Relevant experience in customer service; especially related to membership services
Physical/Mental Requirements:
1. Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit for extended periods of time, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, and have visual acuity to perform detailed tasks on a
computer
2. Must have ability to count and do basic accounting related math
3. Must communicate effectively; both orally and in writing
4. Must possess problem solving, organizational and task management skills; ability to make
independent and sound decisions in a rapidly changing environment
5. Must be able to show initiative in the absence of supervision
6. Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
7. Maintain a neat and professional appearance at all times
Job Requirements:
1. Commitment to the YMCA mission, vision and values
2. Must attend New Employee Orientation within 30 days of hire
3. Complete Membership Training in accordance with Conditions of Employment
4. Understand and abide-by all policies and procedures as set forth by the association
5. Work a schedule that reflects the needs of the branch; including evenings and weekends
JOB RESPONSIBILITIES
1. Effectively communicating the mission, vision and value of the Greater Wichita YMCA.
2. Having comprehensive knowledge of association wide programs, as needed for the education/training of Membership staff.
3. Responding to all member and community inquiries and concerns within 24 hours – contact us, calls and emails.
4. Providing excellent customer service through the following:
a. Handling all questions and concerns in a courteous, professional manor
b. Gathering feedback from members and sharing with supervisor to help improve service
c. Having a comprehensive knowledge of programs and facilities
d. Being prepared at all times to be courteous and helpful to members and staff
5. Processes YMCA employee membership, changes and terms as received from HR.
6. Processes cancellations received from corporate membership partners and contacts those members that no longer qualify.
7. Assists with processing system clean up reports.
8. Reviewing and entering any necessary bank draft information for online memberships
9. Processing membership renewals, cancellations, and changes as needed
EFFECT ON END RESULT: Providing support and guidance to members and staff to ensure achievement of association goals and objectives as it relates to membership engagement, satisfaction, and retention of members.
