Crossroads YMCA

Member Relations Specialist

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Pay starts at $14.00 per hour and up based on experience

Be the friendly face of the YMCA! Create connections, build community, and deliver legendary customer service. Must be available to work weekends.

POSITION SUMMARY: This position supports the work of the Community YMCA branches, committed to strengthening community through youth development, healthy living and social responsibility. Delivers legendary customer service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships, and programs, and creates a positive, professional, and safe environment welcoming to all.

ESSENTIAL FUNCTIONS:

  1. Effectively model and communicate the mission, vision, and values of the Crossroads YMCA.
  2. Greet and assist all members, guests, and staff with a smile and relationship ready manner. Exceed member expectations by being customer obsessed.
  3. Implement member service and engagement strategies that support and encourage the recruitment of new members and the retention of existing members in a welcoming environment.
  4. Support our members’ goals by facilitating connections, linking members to other members and or programs/interests.
  5. Responsible for individual cash drawer and shift close-out.
  6. Conduct cause driven tours working to meet/exceed departments tour-to-join closing rate.
  7. Communicate membership options and perks to prospective members and existing members to upgrade/upsell membership to increase retention.
  8. Build relationships, by proactively getting to know members beyond high-level greetings and well wishes and seek to understand their needs.
  9. Inform members of account alerts in a professional and respectful manner.
  10. Inform supervisor/director of unusual situations or unresolved issues in a timely manner.
  11. Apply all YMCA policies dealing with membership services.
  12. Know emergency procedures and be able to demonstrate them, providing a safe environment.
  13. Attend meetings and trainings as assigned. Participate in special events as assigned.
  14. Be knowledgeable and supportive of the YMCA annual support campaign.
  15. Complete all required compliance and professional development training annually or as assigned.
  16. Support other duties as assigned to meet the needs of the branch and department.

QUALIFICATIONS:

  1. Previous customer service, sales, and cash handling experience is required.
  2. Minimum required 18 hours worked per week or minimum 3 shifts per week.
  3. Minimum of 6 months job related experience.
  4. Excellent interpersonal, communication, and problem-solving skills.
  5. Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
  6. Adept computer skills with CRM experience.

YMCA COMPETENCIES (Leader):

The National YMCA Mission:

“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”

Caring: Demonstrates kindness and empathy in daily interactions. Welcomes all and builds positive relationships with members and teammates.

Honesty: Acts with integrity, keeps commitments, and communicates truthfully.

Respect: Treats others with dignity and listens with empathy. Welcomes all backgrounds and identities.

Responsibility: Follows through on tasks and takes ownership of behavior and results.