Membership Engagement II (Customer Service Representative)

Overview

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Job Summary

This is an on-site position. We have an awesome opportunity for the critical position of Member Engagement Representative. In this role, you will provide our members 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.

Responsibilities

• Develops positive relationships including providing prompt and courteous service to members, participants and guests.
• Counsels and motivates members, providing guidance and support.
• Processes member applications, including performing data entry.
• Affords assistance with program registration, answering inquiries, including member concerns and providing information on YMCA membership and programs.
• Refers members as appropriate to programs and/or staff based on member goals/interests.
• Performs routine duties such as changing/handling out towels, checking locker rooms, handing out locker keys and cleaning equipment.
• Balances and completes reports for financial transactions.
• Maintains appropriate boundaries, completes required training, reports suspicious or inappropriate behavior, and complies with mandated reporting requirements.
• Supports member engagement and retention activities of the branch.
• Provides guidance and support for assigned at-risk members and accurately maintains related records.
• Follows up on prospects who have not joined, as assigned.
• Follows up on new member survey feedback, as assigned.
• Attends staff meetings and trainings as required.
• Other duties as assigned.

Qualifications

• Six months or more of relevant work experience (sales, retail, reception, customer service, etc.).
• Strong customer service skills, responding to multiple questions via phone, email and in person.
• Basic computer skills.
• Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
• Ability to speak any language in addition to English may be helpful.

Code of Conduct for Applicants

All employees and volunteers are responsible for adhering to abuse prevention policies, maintaining appropriate boundaries, completing required training, reporting suspicious or inappropriate behavior, and complying with mandated reporting requirements. Responsible for ensuring staff are properly screened, trained, supervised and held accountable to the organization’s abuse risk management standards.

Our Mission

Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.

YMCA of Greater Seattle's Core Values

• Respect
• Responsibility
• Honesty
• Caring
• Passion for Excellence

Equal Opportunity Employer

We are an equal opportunity employer and are committed to creating a diverse and equitable work environment. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by local, state, or federal law. All job offers are contingent on the results of a background check. We participate in the Federal E-Verify system.