Member Experience Coordinator - Sally's YMCA

Under the supervision of the Membership Director (or branch designee) and consistent with the Christian mission of the YMCA, the Member Experience Coordinator will be responsible for connecting YMCA members based on established processes and initiatives. The Coordinator will make specific and deliberate efforts to engage members through personal interaction, special events, member socials, and volunteerism. The incumbent will also be responsible for supporting and driving member retention and sales efforts, connecting membership to healthy living programs and services.

• Provide excellent customer service via telephone and in-person interactions.
• Assist in on-boarding new hires, conducting ongoing training, and providing leadership support to the member experience team.
• Act as the first point of contact for new members, including the sale of new memberships, entering member information into appropriate systems, processing payments, and completing tours.
• Act as the first point of contact with for concerned members, assisting with concerns and comments using appropriate mediums.
• Maintain information pertaining to member concerns and comments using appropriate tools and incident reporting mechanisms.
• Track metrics and submit regularly scheduled reports related to membership sales, retention, cancellations, and sales activities.
• Coordinate member engagement activities, working with the Director and other leaders to identify opportunities.
• Partner with branch healthy living leaders in the execution of member retention efforts.
• Follow up on all sales leads received through the website, Customer Service Center, in person inquiries, etc.
• Support branch volunteer efforts by promoting volunteerism and ensuring established processes are followed. Assist with coordination of volunteer events as required.
• Execute new member orientation through utilization of established protocols.
• Have a commanding knowledge of all information pertaining to YMCA programs and special events.
• Work with the leaders throughout the branch to support member engagement efforts, with goals of member retention, deepening levels of involvement, and volunteerism.
• Understand and consistently disseminate association and branch policies/procedures.
• Act as shift leader or manager on duty as needed.
• All YMCA staff are responsible for creating a safe, inclusive environment. This includes following all YMCA policies and procedures related to abuse prevention, reporting concerns or incidents immediately, and maintaining appropriate boundaries with youth and members.  

Physical Requirements:

The Member Experience Coordinator must represent the organization in a professional image. He/she must be able to maneuver the grounds and facilities freely and be capable of speaking clearly, including, but not limited to: walking, stooping, carrying minimum of 50 lbs., sitting, standing, pushing, climbing, kneeling, lifting minimum of 50 lbs., and crouching.

• High school diploma, or equivalent.
• Minimum of two years’ experience in sales, customer service or related field.
• Computer experience in the Microsoft Office suit.
• Proficient in or willingness to learn Personify Business Application software
• Current knowledge or ability to learn YMCA of Catawba Valley software applications (Personify, Kronos, YLife, etc.).
• Ability to communicate effectively with customers and co-workers.
• Ability to balance and handle many functions and projects at one time.
• Detail oriented and extremely organized in daily work.
• Excellent customer service skills.
• Ability to make sound decisions in a fast-paced environment.
• Ability to handle and maintain confidential information.
• Ability to take initiative and manage work independently.
• Possess problem solving/conflict solving ability.
• Ability to handle multiple priorities and demonstrate strong time management skills.
• Must be a team player.
• Strong written and oral communication skills.
• Current certifications in First Aid, CPR/AED, Safety First, Child Abuse Prevention or ability to obtain certifications prior to first day of work.

• Employee Assistance Program
• Retirement Contribution

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