No more applications are being accepted for this job
- Minimum 2 years experience working in member services, marketing, sales, and/or customer service
- Ability to communicate effectively with diverse populations including members, peers/co-workers, supervisors, and volunteers.
- Ability to learn and retain information related to programs, services, and membership options.
- Ability to handle conflict management in a positive manner.
- Passion for working with others
- Ability to utilize technology at a high level
- Excellent Oral and Written Communication Skills
- Current CPR/AED/First Aid Certification
- Bilingual - English/Spanish
- Current O2 Certification
- Answer phones professionally with proper etiquette, respond to inquiries, research required information using YMCA resources, resolve and support caller complaints.
- The Member Engagement Specialist will proactively identify and escalate priority issues, route calls to appropriate resource, follow up on calls where necessary, and document the appropriate conversations as well as next steps.
- Provide excellent service to members and program participants on the phone, contributing to member retention.
- Present accurate membership information to potential and existing members. Explain the benefits of YMCA membership and its programs.
- Demonstrate full competency with the membership system to include proper enrollment, update, and cancellation processing and receiving membership and program payments.
- Follow membership policies and guidelines. Process new memberships, update current memberships, and register members for programs and services, as needed.
- Understand financial assistance as well as other subsidy processes and accurately help to identify eligibility.
- Make outbound prospecting calls and e-mails daily.
- Encourage member involvement in programs (cross promotion) and identify potential volunteers.
- Meet performance measures through annual giving, major gifts, and/or endowment by telling the Y story and raising charitable dollars to fulfill our mission.
- Contribute and implement innovative ideas to improve membership operations.
- Work a flexible schedule with advanced notice based on hours of operation, special events and position requirements.
- Follow and enforce all YMCA procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
- Attend and remain current on all mandatory trainings and staff meetings.
- Assume other responsibilities as deemed appropriate by supervisor.
- High level of concentration and aptitude for learning wide variety of program information and new computer applications
- Physically able to tour members inside and outside facility as needed
- Physically able to lift 35+ pounds.
- Physically able to sit at a computer station for extended periods of time
- Ability to speak distinctly to communicate with customers and staff on the phone or in person
- Sound judgment and problem-solving skills for dealing with daily issues in a variety of situations.
- Members, program participants, and prospective members
- YMCA of Greater Tulsa team members
- Community-at-large
Member Engagement Specialist - Bixby, United States - YMCA of Greater Tulsa
Description
JOB PURPOSE:The Member Engagement Specialist is responsible for answering calls from members to process membership applications, program registrations, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, and solicit memberships or donations. This position requires working closely with management, IT, members, and the public. This position may require early morning, evening, and weekend responsibilities.
CORE COMPETENCIES:
Functional Expertise
* Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
* Uses best practices, guidelines, and industry standards as a framework to improve performance.
Collaboration
*Inclusion: Works effectively with people who are different and champions inclusion activities, strategies, and initiatives.
*Relationships: Builds rapport with others and creates small communities.
Operational Effectiveness
*Decision Making: Provides others with frameworks for making decisions and transfers learning from one situation to another.
Engaging Community
*Recognizes and articulates that the Y is a not-for-profit, charitable organization committed to serving the entire community.
*Serves others by intentionally welcoming, connecting, and supporting them, and inviting them to get involved and give back to the community.
Communication & Influence
*Interprets messages and body language effectively.
*Listens with the intent to understand the perspective of others by using appropriate communication methods, including open-ended questions.
*Responds to the individual needs of the other person.
SKILLS and KNOWLEDGE:
Required:
1. Perform and provide excellent customer service skills by exceeding member expectations
2. Engage in active listening (Listen First) 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.
3. Provide accurate information about membership and programs.
4. Help prospects and members experience the YMCA by introducing them to other staff and members. By creating these interactions, we will demonstrate that the YMCA is a place where we take the time to connect, communicate and engage in respectful and friendly relationships. Develop new opportunities for members to interact with one another. Be a "Relationship Builder" for the YMCA.
5. Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff members.
6. Always have a friendly, helpful attitude and wear a smile.
7. 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.
PRINCIPAL ACTIVITIES AND ESSENTIAL FUNCTIONS:
Member numbers & retention rate reach goal annually
Strategic Plan goals are achieved
Recognized by the community for excellent service
Meet or exceed key metrics in acquisitions, retention, and engagement
High level of participation in trainings that enhance member experiences
Consistent improvement in LISTEN360 results related to the membership/program experience
Requirements
DETAIL ADDENDUM EXAMPLE
Membership Service and Engagement
flexibility and adaptability as foundational systems and processes are established and refined for this new position
answer phones professionally with proper etiquette
respond to caller inquiries
research required information using available resources
handle and resolve caller complaints
provide callers with product and service information
process registrations, forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up on calls where necessary
complete call logs
knowledge of administration and clerical processes
relevant product knowledge
recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
Membership Sales
call businesses or private individuals by phone
deliver prepared sales scripts to persuade potential customers to purchase a membership or service or make a donation
describe products and services
obtain possible member leads
data entry and maintenance of member/potential member data bases
follow up on initial calls
maintain records