Coordinator, Member Engagement - MC

POSITION SUMMARY:  The Membership Engagement Coordinator delivers excellent service to all members, guests, and program participants.  Responds to member and guest needs, promotes and sells memberships and programs, and maintains cleanliness and organization of the lobby area and front desk area.

ESSENTIAL FUNCTIONS:

• Fulfill Y’s mission to put Christian principles into practice through programs that build healthy spirit, mind, and body for all.
• Promote and incorporate the YMCA’s core values and mission into all aspects of the job in the community.
• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Welcome and scan in each member in a pleasant and friendly manner (i.e. greet, smile & make ey contact) using first names.
• Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships.
• Actively listen to questions, concerns and feelings of members and staff.  Be able to deal with members and staff in an honest, respectful and positive manner.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Enrolls participants in programs through computer software and ensures payment is collected.
• Help administer the membership action plan by following up with prospective members and calling current members.
• Manage monetary transactions according to Association policies and procedures.  Performs shift close out at the end of each shift.  Completes daily deposits.
• Remain knowledgeable and current about YMCA programs and services by communicating regularly with management staff.
• Administer scholarships for members.
• Ensure that member information remains accurate, secure and confidential at all times.
• Process membership cancellations.
• Work assigned shifts at the membership desk.
• Assist the Membership Director or Branch Director in the supervision of and leadership of membership staff.
• All other duties as assigned.
• Participate as an active team member for overall advancement of the Association.

YMCA Competencies (Leader):

Mission Advancement:  Accepts and demonstrates the Y’s values (Values).  Demonstrates a desire to serve others and fulfill community needs (Community).   Recruits volunteers and builds effective, supportive, working relationships with them (Volunteerism).  Supports fundraising (Philanthropy).

Collaboration:  Works effectively with people of different backgrounds, abilities, opinions, and perceptions. (Inclusion).  Builds rapport and relates well to others (Relationships).  Seeks first to understand the other person’s point of view and remains calm in challenging situations (Influence).  Listens for understanding and meaning; speaks and writes effectively (Communication).  Takes initiative to assist in developing others (Developing Others).

Operational Effectiveness:  Makes sound judgments, and transfers leaning from one situation to another (Decision Making).  Embraces new approaches and discovers ideas to create a better member experience (Innovation).  Establishes goals, clarifies tasks, plans work, and actively participates in meetings. (Project Management).  Follows budgeting policies and procedures and reports all financial irregularities immediately. (Finance).  Strives to meet or exceed goals and deliver a high-value experience for members. (Quality Results).

Personal Growth:  Pursues self-development that enhances job performance. (Self Development).  Demonstrates an openness to change, and seeks opportunities in the change process (Change Capacity).  Accurately assesses personal feelings, strengths, and limitations and how they impact relationships (Emotionally Maturity).  Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology (Functional Expertise).

QUALIFICATIONS:

• Works effectively with people of different backgrounds, abilities, opinions and perceptions.
• Must be at least 18 years of age.
• Must have the knowledge required for successful operation; ability to establish and maintain harmonious relationships with staff, volunteer leaders, YMCA members, and the general public is essential; ability to network and engage internal and external customers.
• Must be personable and demonstrate integrity and honesty.  Must be a team player, able to effectively relate to all levels of staff and management.  Must possess excellent organizational skills and written/oral communication skills.

5. Required trainings:

• Within 30 days of hire:     Child Abuse Prevention (West Bend online).
• Within 30 days of hire:     Blood Borne Pathogens (West Bend online).
• Within 60 days of hire:     CPR and First Aid
• Within 90 days of hire:     Listen First and Y Welcome
• Proficient in all standard business software including Google platforms and Microsoft Office.

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 duties of this job, the employee is often required to:  climb stairs, bend, stoop, kneel, twist, reach with hands, sit stand for an extended period of time, climb ladders, walk, shovel snow, plow snow, lift and/or move up to 50 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear, and have visual acuity.
• The employee may be exposed to cleaning chemicals and may be exposed to pool chemicals as well.
• The work is performed both indoors and out and may require travel to various locations.
• While performing the duties of this job the employee will be exposed to weather conditions prevalent at the time and will be exposed to hot and cold conditions.
• Specific vision abilities required by this job include close & distant vision, color vision, peripheral vision, depth perception and ability to focus.
• Ability to swim effectively in order to demonstrate skills to participants.
• Ability to instruct and observe participants in proper stroke techniques.
• Ability to lift equipment and to lift a small to average size child.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate to loud.

EFFECT ON END RESULT:

This position has a significant impact on the effectiveness of the YMCA by assisting in reaching membership goals.  Customer service will be first and foremost.   Member engagement will be significantly impacted with a direct impact on member relations and retention.  Member satisfaction and communication will be consistent and carried out in the professional manner.