Niebur Front Desk Opening Staff (Member Specialist)

Member Specialist

Under the supervision of the Member Services Director, the Member Specialist provides supervision of Member Services Team staff. Respond to member and guest needs and promote memberships and programs. Serves as a representative of the department in the absence of the Director. Delivers excellent service to all members, guests, and program participants that reflects the YMCA's mission, goals, and objectives. The Member Specialist must have a commitment to the YMCA and its core values of caring, honesty, respect, and responsibility.

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, we are on a relentless quest to make our community stronger beginning with you.

Essential Functions:

• Provide excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Assist the Director with a variety of tasks including but not limited to interviewing, hiring, and training new staff, tours, enhancing the member experience, Child Watch duties (when necessary), supporting YMCA values & and goals, serving as department leader in the absence of the Director and other duties as assigned.
• Serves as a role model to the staff, demonstrating best practices, leading in the absence of the Director, and ensuring productivity in the department.
• Must be an expert in the YMCA program & and event knowledge and YMCA membership policies/procedures. Handles and assists other staff with member issues/concerns and effectively communicates unresolved issues with appropriate Directors/Admin Staff.
• Have thorough knowledge of YMCA emergency procedures, alarms, fire extinguishers, etc., and act as the leader & and control center during emergency situations. Responsible for applicable incident reporting.
• Required to work the prescribed, set Member Specialist schedule, including one Sunday per month. Position & classified pay rate may be forfeited if the employee becomes unable to work the determined schedule; the employee may be offered the opportunity to step down to an alternate position on the Member Services team at the corresponding rate of pay. Open shifts due to requested time off must be filled by another Member Specialist (the responsibility of the employee).

Requirements:

YMCA Cause-Driven Leadership Competencies (Leader):

• Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
• 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.
• Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through the engagement of the team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
• Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. 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:

• Minimum High School Diploma/GED plus 2 years of college or equivalent work experience preferred.
• Strong interpersonal skills with the ability to engage and lead a team of employees. Previous experience in a customer service environment, with experience in a supervisory position preferred. Excellent computer, organizational, and analytical skills and detail-oriented.
• Strong consensus-building ability with effective conflict resolution and negotiation skills. Strong verbal communication skills. Must be able to relate effectively to diverse groups of people from all social and economic segments of the community. Competent in providing direction and education on procedures/policies/standards to member services team staff. Ability to take initiative and affect change.
• YUSA Leader certification or obtain within 60 days of hire/promotion.
• CPR/AED Certification or obtain within 60 days of hire/promotion.

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 essential functions.

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.

The employee frequently is required to stand, sit, and reach, and must be able to move around the work environment.

The employee must occasionally lift and/or move up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

The noise level in the work environment is usually moderate.

Must have visual and auditory ability to respond to critical incidents and the physical ability to respond swiftly in an emergency situation.

Must be able to coordinate a variety of large and small tasks simultaneously and handle tension and stress in a positive manner