Member & Wellness Engagement Specialist
DescriptionPOSITION
Summary:
The Member & Wellness Engagement Specialist will provide excellent customer service to YMCA members &guests.
They will be well versed and educated on all facets of YMCA programs and services and will be able to articulate this information to new and existing members.
The Member & Wellness Engagement Specialist, working as part of the Membership & Wellness Team, will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA.
They will follow the practices of Living Our Cause and will exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with the YMCA.
The Member & Wellness Engagement Specialist will have solid communication, computer and customer service skills.
Accuracy is of the utmost importance.
Qualifications:
Must be 20 years of age.
Customer service background Computer literacy Certification in First Aid, CPR and AED with skills are required within 90 days of hire
Essential Functions:
Strive to know members by name and warmly welcome them to the facility.
Maintain a positive, ongoing relationship with all members, guests, staff, and community partners at all YMCA managed Fitness Centers.
Be knowledgeable in Customer Service Management Software (i.
e.
Daxko) and be able to operate the program effectively, particularly during periods of high volume at the front.
Maintain timely, relevant knowledge of all YMCA programs and services in order to accurately inform customers of the services available and be able to provide detailed information.
Assists with tours and the Welcome Center during prime-time hours.
Work with team members to encourage the use of YMCA services, programs, and membership opportunities.
When working as a team member, respect fellow YMCA employees and be professional in all communications.
Ensures all staff on duty are engaging with members and providing excellent service to all.
Support and contribute to a safe, clean environment for staff and customers by keeping the welcome center neat, organized, and clean.
Deliver exceptional service by listening and responding to member and guest needs and resolving conflict or concerns effectively and professionally to aid with member retention and satisfaction.
If a situation arises for which it is necessary to contact a department manager, it is the responsibility of the MSFA to make the call.
If unable to contact the department manager, the appropriate Senior Director, and then the Executive Director, can be contacted.
Make sure all incident reports are filled out correctly and completely and are forwarded to department Director, Senior Director & Human Resources.
Walks throughout the facility and interacts with staff and members through shift using the Y's service and engagement principles.
Needs to be visible and maintain a presence in the building, including all areas inside the YMCA building and outside on YMCA property.
The Member & Wellness Engagement Specialist will continue to circulate, and will not remain in one program or service area for extended periods of time, unless necessary.
The Member & Wellness Engagement Specialist is the first point of contact for any facility issues.
The Member & Wellness Engagement Specialist is responsible for reporting any maintenance or repair needs to the appropriate director.
Assist all staff in performing job duties as required.
This may include, but is not limited to:
taking responsibility for all equipment and supplies used, helping to maintain good working conditions, cleaning up after all activities, assisting birthday party staff with set up, clean up and party duties, assisting Member Services staff with clean up or set up of seminars, meetings and events, and overseeing the Welcome Center if staff requires a break.
Completes and submits the Member & Wellness Engagement Specialist Report at the end of the shift.
Always wear the YMCA staff shirt and staff name tag.
Uphold YMCA policies and procedures in a respectful, positive manner.
Also ensure that members are aware of our policies and procedures and are adhering to them.
Follow YMCA and Community Partner site policies and procedures for reporting accidents or injuries and complete accident reports as needed.
Follow departmental procedure when requesting time off for vacation, illness or emergency.
Arranges own coverage when necessary to take time off.
Attend all required staff meetings and/or training.
Assume other responsibilities as deemed appropriate by the supervisor.
WORK ENVIRONMENT AND 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.
Office/recreational environment.
Intermittent sitting, standing, walking are required.
Must have the ability to lift 50 lbs.
Hours will include evening and weekend work.
Recommended Skills Automated External Defibrillator Cpr Computer Literacy Customer Relationship Management Customer Service Diseases And Disorders Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Member & Wellness Engagement Specialist will provide excellent customer service to YMCA members &guests.
They will be well versed and educated on all facets of YMCA programs and services and will be able to articulate this information to new and existing members.
The Member & Wellness Engagement Specialist, working as part of the Membership & Wellness Team, will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA.
They will follow the practices of Living Our Cause and will exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with the YMCA.
The Member & Wellness Engagement Specialist will have solid communication, computer and customer service skills.
Accuracy is of the utmost importance.
Qualifications:
Must be 20 years of age.
Customer service background Computer literacy Certification in First Aid, CPR and AED with skills are required within 90 days of hire
Essential Functions:
Strive to know members by name and warmly welcome them to the facility.
Maintain a positive, ongoing relationship with all members, guests, staff, and community partners at all YMCA managed Fitness Centers.
Be knowledgeable in Customer Service Management Software (i.
e.
Daxko) and be able to operate the program effectively, particularly during periods of high volume at the front.
Maintain timely, relevant knowledge of all YMCA programs and services in order to accurately inform customers of the services available and be able to provide detailed information.
Assists with tours and the Welcome Center during prime-time hours.
Work with team members to encourage the use of YMCA services, programs, and membership opportunities.
When working as a team member, respect fellow YMCA employees and be professional in all communications.
Ensures all staff on duty are engaging with members and providing excellent service to all.
Support and contribute to a safe, clean environment for staff and customers by keeping the welcome center neat, organized, and clean.
Deliver exceptional service by listening and responding to member and guest needs and resolving conflict or concerns effectively and professionally to aid with member retention and satisfaction.
If a situation arises for which it is necessary to contact a department manager, it is the responsibility of the MSFA to make the call.
If unable to contact the department manager, the appropriate Senior Director, and then the Executive Director, can be contacted.
Make sure all incident reports are filled out correctly and completely and are forwarded to department Director, Senior Director & Human Resources.
Walks throughout the facility and interacts with staff and members through shift using the Y's service and engagement principles.
Needs to be visible and maintain a presence in the building, including all areas inside the YMCA building and outside on YMCA property.
The Member & Wellness Engagement Specialist will continue to circulate, and will not remain in one program or service area for extended periods of time, unless necessary.
The Member & Wellness Engagement Specialist is the first point of contact for any facility issues.
The Member & Wellness Engagement Specialist is responsible for reporting any maintenance or repair needs to the appropriate director.
Assist all staff in performing job duties as required.
This may include, but is not limited to:
taking responsibility for all equipment and supplies used, helping to maintain good working conditions, cleaning up after all activities, assisting birthday party staff with set up, clean up and party duties, assisting Member Services staff with clean up or set up of seminars, meetings and events, and overseeing the Welcome Center if staff requires a break.
Completes and submits the Member & Wellness Engagement Specialist Report at the end of the shift.
Always wear the YMCA staff shirt and staff name tag.
Uphold YMCA policies and procedures in a respectful, positive manner.
Also ensure that members are aware of our policies and procedures and are adhering to them.
Follow YMCA and Community Partner site policies and procedures for reporting accidents or injuries and complete accident reports as needed.
Follow departmental procedure when requesting time off for vacation, illness or emergency.
Arranges own coverage when necessary to take time off.
Attend all required staff meetings and/or training.
Assume other responsibilities as deemed appropriate by the supervisor.
WORK ENVIRONMENT AND 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.
Office/recreational environment.
Intermittent sitting, standing, walking are required.
Must have the ability to lift 50 lbs.
Hours will include evening and weekend work.
Recommended Skills Automated External Defibrillator Cpr Computer Literacy Customer Relationship Management Customer Service Diseases And Disorders Estimated Salary: $20 to $28 per hour based on qualifications.
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