Job Description

Schedule:
Saturday: 6:45am-12:00pm
Sunday: 9:45am-5:15pm

Monday: 1:00pm-9:15pm

Under the supervision of the Member Services Director, the Member Specialist provides supervision of Member Services Team staff. Responds to member and guest needs and promotes memberships and programs. Serves as a representative of the department in the absence of the Director. Delivers excellent service to all members, guests, and program participants that reflects the YMCA's mission, goals, and objectives. The Member Specialist must have a commitment to the YMCA and its core values of: caring, honesty, respect, and responsibility.

Essential Functions:

1. Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
2. Assist Director with a variety of tasks including but not limited to interviewing, hiring, and training new staff, tours, enhancing the member experience, Child Watch duties (when necessary), supporting YMCA values & goals, serves as department leader in the absence of the Director. Opens and closes facility; responsible for securing the building.
3. Investigate reported facility maintenance issues and complete/submit the Maintenance Work Order form as needed.
4. Serves as a role model to the staff, demonstrating best practices, leading in the absence of the Director and ensuring productivity in the department.
5. Must be an expert in YMCA program & event knowledge and YMCA membership policies/procedures. Handles and assists other staff with member issues/concerns and effectively communicates unresolved issues with appropriate Directors/Admin Staff.
6. Have thorough knowledge of YMCA emergency procedures, alarms, fire extinguishers, etc. and act as the leader & control center during emergency situations. Responsible for applicable incident reporting.
7. Required to work the prescribed, set Weekend Member Specialist schedule. Position & classified pay rate may be forfeit if employee becomes unable to work the determined schedule; employee may be offered the opportunity to step down to a part time position on the Member Services team at the corresponding rate of pay.

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

YMCA Leadership Competencies (Leader):

• Advancing Our Mission and Cause
• Building Relationships
• Leading Operations
• Developing and Inspiring People

Qualifications:

1. Minimum High School Diploma/GED plus two years of college or equivalent work experience preferred.
2. Strong interpersonal skills with the ability to engage and lead a team of employees. Previous experience in a customer service environment, with experience in a supervisory position preferred. Excellent computer, organizational, and analytical skills and detail-oriented.
3. Strong consensus-building ability with effective conflict resolution and negotiation skills.
4. Strong verbal communication skills. Must be able to relate effectively to diverse groups of people from all social and economic segments of the community. Competent in providing direction and education on procedures/policies/standards to member services team staff.
5. Ability to take initiative and affect change.
6. YUSA Leader Certification or obtain within 60 days of hire/promotion.
7. CPR/AED Certification or obtain within 60 days of hire/promotion.

Physical Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Use a computer and phone/smart device for extended periods and communicate effectively through these tools.
• Frequently stand, sit, reach, and move throughout the work environment.
• Occasionally lift and/or move up to 20 pounds.
• Possess close and distance vision and the ability to adjust focus.
• Respond appropriately to emergencies and critical incidents, including meeting the visual, auditory, and physical requirements necessary to do so.
• Manage multiple priorities and perform effectively in a fast-paced environment.
• Maintain professionalism and effectiveness when working under pressure.
• Work in an environment with a moderate noise level.