Member Experience Representative

Job DetailsJob Location: Wilkes Family YMCA - Wilkesboro, NC 28697Position Type: Part TimeSalary Range: $11.00 - $11.00 HourlyJob Shift: Opening Member Experience Representative – Opening Position We currently have an opening for a Member Experience Representative. The scheduled hours for this position are Monday, Wednesday, and Friday from 4:45PM to 9:00PM, with rotating Saturdays from 7:45AM to 12:00PM. Essential Functions Service Skills Greet and assist all members, potential members and staff in a professional and friendly manner. Conduct tours with prospective members, explaining membership benefits, YMCA mission, volunteer opportunities, and financial assistance. Ask prospective members to join and follow up with those who do not. Use Listen‑First skills with health‑seekers and other members to determine goals and connect them with appropriate staff, programs and small communities. Meet regularly with wellness staff to ensure that new members are scheduled for and attend new member uFit sessions; determine next steps to contact members who have missed appointments. Address complaints in a courteous, timely manner; negotiate and resolve customer service issues; inform supervisor of unusual situations or unresolved issues; use appropriate forms to communicate concerns and praise. Process new member ID cards, issue guest passes and register members for services and programs. Respond to phone inquiries using YMCA best practices. Know the facility’s emergency procedures and be prepared to act as the control center during emergency situations. Manage or support DAXKO reports as needed for the branch. Assist with the Annual Giving Campaign as directed. Be knowledgeable about program areas and share information with members. Be able to articulate the role and importance of volunteers and be informed about volunteer opportunities. Be able to articulate the YMCA’s mission, values and benefits. Member Engagement Skills Understand how the Membership Department partners with the Wellness Department to offer a safe, seamless orientation to new members. Display ease and comfort with people of different backgrounds and abilities. Arrange personal introductions between new members and wellness coaches. Build authentic personal relationships with members, volunteers and co‑workers; help members and volunteers connect with one another and the YMCA. Take professional initiative to promote personal training, boot camps, classes, clinics and programs during encounters with members. Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships. Ask members to contribute to the annual campaign. Incorporate YMCA values of caring, honesty, respect, responsibility and faith into all aspects of the position to ensure YMCA values are integrated into our culture and programs. Self-Development Skills Demonstrate an active interest in enhancing current skills and learning new ones. Takes advantage of multiple learning resources (classes, books, mentors, professional interest groups, formal education, etc.). Maintains accreditations and certifications, if applicable. Keeps apprised of developments within the YMCA by attending meetings, workshops and reading relevant communications. Qualifications Aged 18 years or older. Associate’s degree, two years of related experience and/or training, or equivalent combination of education and experience preferred. Basic computer skills and ability to learn appropriate computer programs related to the position. Excellent customer service skills. Strong verbal communication skills. Outgoing personality and desire to be helpful to others. Ability to stand for the majority of the shift. Current certification in CPR/First Aid/AED/Oxygen administration or obtain certification within 30 days of hire. Other YMCA‑required training and certifications, as applicable. Ability to work evenings and weekends as needed. Bilingual skills preferred. #J-18808-Ljbffr