Member Experience Specialist

YMCA of Greater Nashua
US - New Hampshire - Merrimack
October 25, 2024

Description

Member Experience Specialist

Full-Time Non-Excempt Position; YMCA of Greater Nashua;

Merrimack branch

Learn, Grow and Thrive with a Career at theY

Imagine going to work knowing that what you do each day positively affects the lives of the people in your community. Working at the Y, you'll discover more than a job-you'll enjoy a career with a future and the opportunity to make a lasting difference in the lives of those around you.

Position Summary:

Under the direction of the Merrimack Membership Director the Welcome Center Member Experience Specialist is responsible for over seeing the day-to-day operations of the Welcome Center, ensuring high quality service to all members and guests. This role involves administrative duties, supervising staff, addressing outstanding membership requests and performing other tasks as assiginted to support organizational goals and membership satisfaction. One must be courteous, informed and professional in dealing with clientele. The candidate must be able to make sound decisions, maintain confidentiality, and work well with others as a team as well as with limited supervision. Proficient computer skills are necessary.

OUR Y AND OUR REGION

The YMCA of Greater Nashua is a well-respected association and a leader in the region. The city of Nashua, New Hampshire is situated 45 minutes from Boston and everything a major US city has to offer, less than an hour to the beautiful public beaches dotting the New Hampshire coastline and an hour to the White Mountains which offer many options for the outdoor enthusiast.

COMPENSATION AND BENEFITS:

We provide our full-time staff with comprehensive medical and dental, generous paid time off, free family YMCA membership, discounted programs as well as 12% retirement contribution after two years of qualified service.

Among the benefits working in this beautiful state are good economic and educational opportunities, low crime rates, no sales tax, and no state income tax on salaries and wages. New Hampshire has been listed as the number two state to live in America by U.S. News and World Report's list of best places to live.

QUALIFICATIONS:

Current Red Cross First Aid and Adult CPR/AED certification
Ability to develop positive, authentic relationships with people from different backgrounds.
Commitment to inclusion and compliance with the Americans with Disabilities Act (ADA).
To inquire and sell programs and/or memberships to current members and non-members appropriate to their needs
Create a welcome, supportive atmosphere at the Welcome Center by greeting members by name in a friendly manner, making eye contact and engaging in conversation about their interests.
Use Listen First Skills when conversing with members.
Provide membership information and requirements in an accurate and courteous manner
Answer questions and requests through a complete knowledge of the current program offerings
Accurately process program, camp and/or childcare registration

ESSENTIAL FUNCTIONS:

Manage and maintain accurate records of member interactions, registrations and requests
Oversee day-to-day operations of the Welcome Center while on shift; leading the Welcome Center team providing guidance and support
Ensure the Welcome Center processes run smoothly and efficiently
Address any escalated issues or concerns from members or guests.
Coordinate with other departments to ensure seamless communication and operation of programs and events
Oversee the processing and resolution of outstanding membership requests, including terminations and billing inquries
Ensure all member accounts are kept up to date and that member communication is timely and professional
Assist with member retention efforts by providing exception customer service and resolving issues proactively
Perform additional administrative tasks or duties as required by Membership Director
Oversee and manage schedule in Membership Directors absence

PHYSICAL DEMANDS:

Ability to stand for long periods of time as well as work and train on a computer
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to sit and reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

YMCA COMPETENCIES:

Relationships: Builds rapport and relates well to others
Inclusion: Works effectively with people of different backgrounds, abilities, opinions and perceptions.
Innovation: Embraces new approaches and discovers ideas to create a better member experience.
Quality Results: Strives to meet or exceed goals and deliver a high-value experience for members.
Self-Development: Pursues self-development that enhances job performance.

OUR CULTURE:

Our mission and core values are brought to life by our culture. 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.

Read the full job description and apply online on the recuiter's web-site

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