We are looking for dependable leaders who are excited by the prospect of helping develop and lead our Member Engagement staff. This position will serve on an engaging and dynamic team, playing a key role in ensuring that the daily operations of the member engagement department are running smoothly, overseeing the hiring, training, and scheduling of the member engagement team of staff and volunteers and assist in leading staff meetings. Support staff in building strong relationships with members; and connect members with programs and activities that will help them achieve their goals.
Provide exceptional customer service by exceeding member expectations. Consistently greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests and take the initiative to ensure the member has a positive experience.
Provide accurate information about membership and programs.
Help prospects and members experience the YMCA by introducing them to other employees and members. Be a “Relationship Builder” for the YMCA.
Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff members.
Actively listen, reflect and respond to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
Recruits, hires, trains, evaluates and supervises assigned staff and volunteers
Ensures effective tours are being conducted and enrollment procedures are in place.
Responsible for continuous improvement of all front desk services including member and constituent relations, information and program registration.
Ensures the delivery of sales and customer service training for desk staff.
Responsible for accurately maintaining all membership/program records and cash controls.
Assists Membership/Executive Director in reaching monthly goals for numbers for prospects toured and new members enrolled.
Follows and enforces all YMCA procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
Ensure the front desk is organized, clean and safe. Takes initiative to clean up/repair areas as needed.
Attends and remains current on all mandatory trainings and staff meetings.
Be knowledgeable and supportive of the YMCA Annual Campaign. Participates in assigned leadership functions for the campaign.
Other duties as assigned.
Who are you?
If you're the right candidate for the job, you love working with and mentoring new staff and are excited to spend your time impacting the lives of people in the community. You are a solid critical and creative thinker who has an aptitude for systems and thrives on creating strong relationships. You can strike a balance between completing administrative tasks and helping others to learn and succeed. You have the ability to oversee day-to-day operations of a dynamic work environment with the ultimate focus of providing a positive experience for those that you serve. You are equally as comfortable building personal connections as you are navigating online systems and have the skills to troubleshoot and problem solve issues while still maintaining excellent customer service.
Two or more years of relevant work experience (sales, retail, reception, customer service, etc.).
Two or more years staff supervision experience required.
High school diploma or equivalent.
Exceptional customer service skills, responding to multiple questions via phone, email and in person.
Ability to problem solve and resolve conflict.
Ability to manage the member engagement recruitment process, including membership tours, interviews and sales.
Strong computer skills and experience working with and database software, word processing, and Microsoft Office.
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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