Member Services Specialist

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Job description

Description:

The Keene Family YMCA is seeking a full-time Member Services Specialist to work in their Welcome Center. The Member Services Specialist assists with the organization, implementation, and delivery of high-quality member services. In this role you will respond to member and guest needs with a diversity, equity, inclusion and belonging (DEIB) lens, promote membership and programs, support the leadership team, implement member engagement strategies, and complete member transactions. The Y offers a competitive salary and benefits package, including free membership, and the opportunity to be part of a supportive team of dedicated professionals committed to strengthening community.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you!

Requirements:

• Builds personal and meaningful relationships with YMCA members, participants, volunteers, staff and guests while exemplifying the Y's commitment to DEI and the four-character values of caring, honesty, respect & responsibility, and responds to all member and community inquiries in a timely manner.
• Supports membership recruitment & retention activities that reflects the diversity of our community and is actively open and inclusive to all irrespective of race, gender, sexual identity, ability, religion, income, or political affiliation and meets the needs of the community and YMCA objectives.
• Supports recruiting, hiring, onboarding, training, and scheduling shifts of the Welcome Center staff.
• Works together with the Membership Director to ensure that all Welcome Center staff are competent in their use of Daxko, Nationwide, communicating effectively, and providing accurate and concise information regarding memberships, programs, and Y related information. Assists with proper implementation of front desk procedures.
• Works to ensure high member satisfaction as reflected in member retention rate, member surveys and other measurement tools. Provides consistent and quality customer service by making members, participants, and guests of the YMCA feel welcome and increase their sense of belonging to the YMCA.
• Create experiences that will engage members and participants as ambassadors for the YMCA.
• Upholds all YMCA policies, procedures, standards, and codes of conduct and responds to membership events.
• Takes lead in processing our Membership For All (MFA) financial assistance applications, adhering to current policies and procedures and maintaining all related reports and records.
• Assists with the oversight and implementation of the Summer Camp registration process and maintaining related reports and records.
• Conducts daily, weekly, and monthly transaction audits and/or reports to maintain data accuracy and to perform necessary member communications.
• Maintains a positive, enthusiastic, and professional image on the job.
• Assists with maintenance, cleanliness & orderliness of the Welcome Center desk.
• Serves as lead department staff when Membership Director is not present at the Welcome Center.
• Regularly works 40 hours per week to support operations at the Welcome Center.
• Participates in, and assists the Membership Director with preparing for, membership staff meetings.
• Performs other duties as assigned.

Benefits

All full-time employees are eligible to receive the following benefits:

• Health, dental, life and supplemental insurance options
• Generous PTO, including floating holidays and vacation time that accrues monthly

All full and part-time employees are eligible to receive the following benefits:

• Membership to the Y
• Flexible schedules
• Professional development opportunities
• 401a retirement plan with company match, plus option to contribute to a 403b retirement savings account
• The opportunity to work for a mission-driven organization and to make a real difference in the lives of others in your community

Qualifications

• 4-5 years relevant experience or equivalent education
• High school diploma
• Strong customer service, communication, technology, and problem-solving skills
• High level of confidence, patience, and attention to detail
• Ability to work with a diverse population, diffuse confrontational situations, and work in a fast-paced environment
• A willingness to commit to the mission of the YMCA
• Ability to serve as a positive role model to staff, program participants, parents, members, and guests
• Ability to perform duties with professionalism, enthusiasm, kindness, empathy, care, honesty, and respect
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• 5 or more years of experience using Microsoft Windows, or a proven track record of technological dexterity, adaptability, and innovation

Preferred Qualifications

• A certificate in DEI or extensive training and work experience
• 5 years of experience working at a YMCA Welcome Center
• 5 or more years of experience working with Daxko Operations
• 6 or more years of experience in Customer Service
• 5 or more years of office/clerical/customer-facing work experience
• 5 or more years of experience using a membership software

About Us

The Keene Family YMCA is a 501(c)3 charitable organization, committed to strengthening our community through programs and services focused on Youth Development, Healthy Living, and Social Responsibility. We are only impactful in our work when we have dedicated, knowledgeable, passionate staff who believe in our cause.

Perhaps YOU are the cause-driven leader we are looking for that can build personal and meaningful relationships with YMCA members, participants, volunteers, and guests, while exemplifying the Y's commitment to Diversity, Equity, and Inclusion and the four-character values of Caring, Honesty, Respect & Responsibility.

All positions require passing a background check.

The Keene Family YMCA is an Equal Opportunity Employer (EOE), and prohibits discrimination on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability, marital or family status.

Compensation details: 17.3-20.76 Hourly Wage

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