Member Engagement Representative

General Function: Below, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.Under the direct supervision of the Associate Membership Director and consistent with the mission of the YMCA, the Member Engagement Representative is responsible for supporting member service related activities and functions in both facilities. In addition to providing excellent service for members, tenants and guests. Know-How:· High school diploma or equivalent required.· 3-5 years of experience in Customer Service and Office Operation.· Knowledge of computers, standard software, word processing, copiers and other standard office equipment necessary for daily efficient office operations. · Current First Aid and CPR certifications· Must be attentive to details, be able to work with and meet deadlines, take initiative to develop and provide information and controls necessary for efficient operations. · Must have excellent human relation, written and oral communication skills.· Must be able to multi-task, take initiative in making decisions and solving problems in the areas of assigned responsibilities and in the best interests of executive leadership· Must be able to work independently with little supervision and under pressure while maintaining a positive attitude. · Ability to work efficiently independently with little supervision and as part of a team. · Organizational, time management & Problem/Resolution abilities· Display a personal commitment to program development and quality customer service.· Ability to represent the YMCA in a mature and professional manner. Physical Requirement:· Sight, Hearing and Speaking· Standing, Walking, Stooping, Kneeling, Squatting, Climbing, Sitting· Lifting and carrying a minimum of 50 lbs.· Pulling a minimum of 100 lbs. Principle Activities: Overall:· Maintain exceptional quality standards w/ facility and member/tenants/customer relations including providing prompt and courteous service to members, staff and guests of the YMCA. · Ensure all persons using the facility are active members and program participants to ensure financial strength. · Members, guest and tenants that are flagged and owe a balance must be addressed according to our protocol. · Ensure that all facility policies and procedures are enforced as well as controlling access to facility. · Follow established procedures and execute sound judgement when allowing for exceptions. Uses excellent communication skills during phone calls and to understand prospects needs and creates interest in Y membership. · Specialize in DAXKO computer systems, policy and procedure and facility offerings.· Resolve member/tenant concerns in a professional, courteous and timely manner.· Perform daily quality checks on front area to ensure that it is clean and well stocked with supplies. Provide support to program services with daily operations, including but not limited to the following: program support, problem resolution, registration, receipting, telephone answering to provide support to maintain successful and accurate operations. Knowledge & execution of emergency procedures. Assist Member Experience Director and Associate Membership Director with annual and capital campaign administration. Support and participate in YMCA fair/special events such as health fairs, races, Annual Meeting and others as needed. Administration and Compliance· Complete necessary reporting as it relates to member concerns, request, end of shift and other necessary reports requested by manager. · Attend staff meetings and trainings as required.· Uphold YMCA policies for safety, supervision, mandated reporting and risk management.· Demonstrate the Six Pillars of Character (Trustworthiness, Citizenship, Respect, Responsibility, Caring, and Fairness) as well as the YMCA Core Values of caring, respect, honesty and responsibility in all dealings with members, guests, volunteers and fellow staff.· Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness and personal growth.· All other duties and activities as assigned by your supervisor. Effect on End Result: The effectiveness of the incumbent can be measured by: · Mission Delivery· Communication from membership and finance office is courteous, professional, timely and effective to promote consistent and effective membership operations. · Steady growth and retention of overall facility membership.· Maintaining accuracy of program and membership records & other administrative functions as related to membership overall.· Enhancement of staff retention & performance.· Positive attitude and enthusiastic performance of duties.· High morale and satisfaction of fellow staff, volunteers, members and participants.· Quality of program, customer and member service delivery.· Attention to detail and follow through in the execution of all job components in a timely manner. · Effectiveness will also be measured by the extent of which the incumbent is a supportive staff member achieving the overall goals of the YMCA of Glendale.

Created: 2025-03-09