Description:
This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the supervision of the Sr. Director of Membership Experience, the Member Experience Team Member is responsible for providing warm, welcoming, and knowledgeable service to YMCA members, program participants, and volunteers in accordance with YMCA policies and procedures.
YMCA Mission and Core Values:
The mission of the YMCA is to put Christian principles into practice through programs, services, and relationships that build healthy spirit, mind, and body for all. The Core Values of the YMCA are Caring, Honesty, Respect, and Responsibility. At the Bloomington-Normal YMCA we are a team of employees dedicated to advancing the mission and values of the YMCA through service and support of all members in our unique 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.
YMCA Required Competencies:
Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.
Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Relationships: Builds authentic relationships in the service of enhancing individual and team performance to support the Y’s work.
Communication: Listens and expresses self effectively and in a manner that reflects a true understanding of the needs of the audience.
Requirements:

Necessary Skills and Qualifications:

• CPR, First Aid, and AED certifications within 30 days of hire.
• DCFS Mandated Reporter Training certification required within 30 days of hire.
• Commitment to inclusion and compliance with the Americans with Disabilities Act (ADA).
• High school diploma or equivalent.
• Demonstrated, relevant work experience

Preferred Skills and Qualifications:

• Possession of Spanish language both written and spoken.
• 1-2 years of customer service experience

• Builds authentic relationships with YMCA members, participants, volunteers and staff.
• Encourages YMCA membership purchases and usage by effectively promoting YMCA memberships and programs.
• Works within the established record-keeping system and inputs member and program participant information and payments accurately.
• Leverages all technology relevant to the membership sales process.
• Understands and enforces YMCA policies and best practices..
• Maintains knowledge of the YMCA’s facility and provides Cause-Driven Tours as needed.
• Effectively fields customer and participant questions and complaints in an appropriate, timely, and productive manner.
• Assists in the member retention process, promotional campaigns, and fundraising efforts.
• Works within the cash handling policies for the position.
• Responds to all emergencies as outlined in the YMCA’s Emergency Action Plan.
• Attends scheduled Member Experience Team meetings and in-service trainings.
• Maintains confidentiality of member and program participant records.
• Ensures the safety and cleanliness of the lobby and reception area.
• Other duties as assigned based on departmental needs.

Work Environment:

• Ability to complete multiple tasks concurrently.
• Will leverage all technology relevant to YMCA member experience.
• Ability to perform all physical aspects of the position, including walking, standing, bending, reaching, and lifting.

Necessary Skills and Qualifications:

• CPR, First Aid, and AED certifications within 30 days of hire.
• DCFS Mandated Reporter Training certification required within 30 days of hire.
• Commitment to inclusion and compliance with the Americans with Disabilities Act (ADA).
• High school diploma or equivalent.
• Demonstrated, relevant work experience.

Preferred Skills and Qualifications:

• Possession of Spanish language both written and spoken.
• 1-2 years of customer service experience.