We have an awesome opportunity for the critical position of Lead Member Engagement Representative. In this role, you will provide our members with exceptional customer service, developing strong and supportive relationships that provide motivation and guidance focused on the specific needs of each member. You will play an important role in connecting members with programs and activities that will help them achieve their goals. You will also assist people in the membership and program enrollment process. You will help oversee the daily functions of the facility/programs and provide leadership and guidance to other Member Engagement staff.
Develops positive relationships with members and participants and provides motivational support and guidance focusing on the needs of the member.
Conducts membership interviews, enrolls new members and processes member applications, including performing data entry.
Assists members and participants with program registration, answers inquiries, including member concerns and provides information on YMCA membership and programs. Refers members as appropriate to programs and/or staff based on member goals/interests.
Balances and completes reports for financial transactions.
Provides guidance/mentoring to Member Engagement team as needed.
Circulates throughout the building to ensure safety and welfare of users and security of building.
May lead or assist with Personalized Wellness Plans, YMCA Healthy Living programs and equipment orientations.
Monitors, reports and addresses mechanical problems as specified or that surface during assigned hours. If deemed necessary, is responsible for making a decision on building closure.
May act as manager on duty if assigned.
Provides guidance and support for assigned at-risk members and accurately maintains related records.
Conducts follow up on prospects who have not joined, as assigned.
Follow-ups on new member survey feedback, as assigned.
May assist with other membership or program related reporting / follow-up as assigned.
Encourages member involvement and identifies potential volunteers and assists with Annual Campaign.
Attends staff meetings and trainings as required.
Other duties as assigned.
Who are you?
If you're the right candidate for the job, you love working with people. You can make people feel welcome and are curious about who they are and what they want to accomplish. You are as comfortable getting to know people as you are navigating online systems. You are able to learn new software systems, are detail oriented, and are able to shift gears from data entry to engaging with a member face to face. You step up and offer support at the first sign it's needed and feel comfortable offering guidance to others to ensure excellent customer service standards are met.
You should be 18 years of age or older and have:
One or more years of relevant work experience (sales, retail, reception, customer service, etc.).
High school diploma or equivalent.
Exceptional customer service skills, responding to multiple questions via phone, email and in person.
Strong computer skills and experience working with and database software and word processing.
Knowledge of standard office equipment, such as fax machines, copiers and phone systems.
You'll be a great fit for the Seattle Y if you:
Thrive on working in a collaborative environment
Are very adaptable
Have high ownership and strong work ethic
Are a great problem solver who can think on your feet
Truly enjoy being of service to people
Like being part of a team that cares about one another as people and enjoy working together
Want to know that the work you do contributes to building a better, stronger community for all
At the Seattle Y, we are an inclusive organization of people with a shared commitment to nurture the potential of youth, promote healthy living, and foster social responsibility. We also believe in supporting the wellbeing of our employees and offer a free Y membership as a benefit of employment.
Become a leader on our team at the YMCA of Greater Seattle where we promote a continuous learning environment and career opportunities.
The YMCA of Greater Seattle is an equal opportunity employer committed to diversity, inclusion, and equity. We are a drug & alcohol-free workplace; all job offers are contingent on results of a background check and drug screening, including screening for marijuana.
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