Member Experience Specialist

The Blaisdell YMCA is hiring a Full-Time Member Service Specialist to support daily membership engagement and serve on the branch leadership team. This role ensures a welcoming environment, delivers excellent customer service, and supports membership growth and operations.

The salary for this position starts at $18.87 hourly. Pay may vary depending on experience and qualifications. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

The Member Experience Specialist is responsible for leading membership and branch administrative activities, initiatives and operations. They support and drive overall member experience, growth outcomes and administrative functions, ensuring members and guests receive exceptional customer service. They assist with service delivery and ensure safe operations. They collaborate with the leadership team, Membership Administrative Team and Customer Service Center to support administrative duties of Finance, Purchasing, Information Technology, Mission Advancement, and other Association Services departments, and provide support to the community board.

• Be an advocate and key leader for exceptional customer experience and communication while engaging with members, guests and participants throughout the branch.
• Collaborate with the Membership Administrative Team to ensure timely and accurate reporting and compliance of membership data and customer service.
• Lead team member engagement, with support of the Membership Director, to ensure that a high‑performing, member‑centric culture of outstanding service is in place, including comprehensive onboarding and training to support meeting or exceeding member retention goals.
• Demonstrate agility and commitment to quality service and safety standards.
• Empower self and team to effectively resolve member concerns focusing on prompt resolution.
• Support branch revenue goals through conducting tours with potential members, facilitating enrollments, and selling programs and services.
• Support and implement member engagement events and promotional activities.
• Assist branch initiatives related to board, fundraising and events as needed.
• Responsible for communication initiatives to engage and inform members, participants and team members.
• Model exceptional customer service to all members and guests and resolve customer/member complaints as needed.
• Maintain efficient administrative processes and continuously evaluate process and procedure improvements.
• Provide administrative support for day‑to‑day operations, including: support location purchasing needs, train team members, process invoices; support fundraising campaigns (transmittals, record‑keeping, donor communication); assist with fundraising activities (space reservation, ordering food and supplies); assist in training and provide system support for location staff; maintain and support organization of team member certification, training and compliance for the branch.

This position reports to the Membership Director who reports to the Branch Executive Leader. The incumbent may serve as a member of a task force for project needs. Interacts regularly with team members, members, participants and guests to provide excellent customer service, quick resolution of concerns and enhance membership and program retention. Develops effective working relationships with all programming teams in the branch, providing a seamless experience for members and guests.

• Associate’s degree; demonstrated experience may be considered in lieu of degree.
• Three (3) years of customer service experience.
• CPR and First Aid certified or ability to obtain within 30 days of employment.
• Excellent customer service, problem solving, interpersonal and organizational skills.
• Strong leadership skills.
• Self‑directed, motivated, and creative.
• Ability to work with diverse populations.
• Ability to work a flexible work schedule.
• Computer skills in Microsoft Word, Excel, and PowerPoint.

• Must be able to provide facility tours.
• Must be able to travel locally to attend meetings.
• Ability to work in a fast‑paced and changing environment.
• Ability to respond to emergency situations in a calm and efficient manner.

This job description represents the major functions of the position but is not intended to be all‑inclusive. The incumbent is also responsible for taking direction from the Branch Leadership in completing projects or performing duties deemed necessary for the branch or Association success.