We are seeking a dedicated individual to join our team as a Member Service Specialist. In this role, you'll enhance member retention, engagement, and satisfaction under the guidance of our Member Experience Director.
This position requires excellent customer service, relationship building, and communication skills along with a strong attention to detail.
As a part-time team member, you'll work Tuesdays through Thursdays from 7:30 a.m. to 3:00 p.m. Additionally, this role requires one weekend supervisory shift per month.
Essential Functions
1. Cultivate a member-focused culture within the organization, demonstrating exemplary relationship building skills.
2. Provide outstanding service to members, guests and program participants at the YMCA and over the phone, actively contributing to member retention.
3. Conduct interviews and tours tailored to the needs of prospective members, effectively selling memberships and promoting YMCA programs.
4. Support and coach staff to ensure high-quality customer service and adherence to membership policies.
5. Ensure proper implementation of membership procedures, regularly reviewing and updating protocols, and effectively communicating changes to staff.
6. Maintain organized department data, statistics, and reports, ensuring accurate records are kept and submitted as required.
7. Follow and enforce all YMCA procedures and policies, including personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
8. Attend quarterly safety committee meetings. Communicate safety meeting findings and implements changes to ensure the safety of members and staff.
9. Demonstrate knowledge and support for the YMCA annual support campaign, actively participating in assigned functions to promote its success.
10. Perform any other duties as assigned by the supervisor, contributing to the overall effectiveness and success of YMCA operations.
Qualifications
1. Associate degree in Business, Management, Exercise Science or related field and/or equivalent experience is preferred.
2. Experience and passion for relationship-building and customer service.
3. Excellent written and verbal communication skills.
4. Strong attention to detail, ensuring accuracy and precision in maintaining records and reports.
5. Proficiency in Microsoft Office suite required.
6. Demonstrated ability to work both independently and as a team.
7. CPR/AED for the Professional Rescuer or equivalent, and Basic First Aid (required). Training can be provided upon hire and must be obtained within 30 days.
8. Ability to work one weekend supervisory shift per month.
Benefits
- Free YMCA Membership
- Discounts on YMCA Programs
- 403(b) Retirement Plans
- Paid Time Off (PTO)
- Mental Health Benefits – including free mental health sessions
- Professional Development
- Work-Life Balance
Physical Demands
1. Ability to walk, stand, and sit (including on the floor) for long periods of time.
2. Exposure to communicable diseases and bodily fluids.
3. Must be able to lift or carry up to 50 pounds in weight.
4. Ability to stand or sit while maintaining alertness for several hours at a time.
5. Position may require bending, leaning, kneeling, and walking.
6. Ability to speak concisely and effectively communicate.
7. Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
Application Process
To apply, please submit your resume and cover letter to ahaggerty@alexandriaymca.com by April 1, 2024.