Membership Specialist

Member Specialist

Position Summary: Under the supervision of the Member Services Director, the Member Specialist provides supervision of Member Services Team staff. Responds 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 reflect 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.

Essential Functions:

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Assist 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 & goals, serves as department leader in the absence of the Director. Responsibilities include assisting with reviewing/processing Financial Assistance applications and administrative tasks/calls.
• Opens and closes facility; responsible for securing the building for 24-hour member access (Niebur).
• Investigate reported facility maintenance issues and complete/submit the Maintenance Work Order form as needed.
• 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 YMCA program & 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 & 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 forfeit if employee becomes unable to work the determined schedule; employee may be offered the opportunity to step down to a part time 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).

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

Requirements:

YMCA COMPETENCIES (Leader): Provide visionary leadership to the organization and to ensure that all resources are mobilized to adapt to new challenges and needs in the community. Connect people to the Y's cause by developing inclusive relationships, partnerships and collaborations so that Ys can co-create solutions to pressing social needs. Ensure relevance, effectiveness, and sustainability of the organization so that we can continue to fulfill our promise to the community. Support the holistic development of self and others so that everyone can embrace the Y's cause, sustain the Y's culture, and inspire others to take individual and collective action to further our impact.

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 the 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 a stress in a positive manner