Member Engagement Coordinator; AM

Position: Member Engagement Coordinator (AM)
Location: Town of Wausau

POSITION SUMMARY:

The Member Engagement Coordinators are responsible for creating a welcoming experience for all members and guests in a friendly, helpful and professional manner. This is done by efficiently and effectively selling memberships and program registrations, monitoring building access, answering questions and supporting the members. The Member Service Coordinators are a supervisory support for the team and acts as the Manager on Duty in the absence of a Director.

The Coordinator works with the Member Service Associates as a team and helps support the MEAOD to ensure each member’s experience is the best that it can be.

Schedule:

The schedule for this position will be Monday-Friday from 4:30am - 12:30pm.

ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests, and program participants in the YMCA, on the phone, and by email.
• Builds relationships with the members, helping to connect them with one another and the YMCA.
• Serve as a role model for part-time staff and young members to create an atmosphere that includes the four core values;
Caring, Honesty, Respect and Responsibility.
• Be a leader and go-to person with regards to the membership software (DAXKO-training provided), the YMCA website, and the DAXKO Mobile APP in the areas of locating and updating information, membership sales/set up, and program registration.
• Assist in the scheduling and support process for Mini-Care and Youth Lobby.
• Support in the training of new staff.
• Lead tours for new and perspective members as part of the tour group schedule.
• Supervision and oversite of Member Services and Building Supervisor staff while in the role of Manager on Duty.
• Collaborate with MEAOD to update SOPs and initiate and support continued process improvement.
• Must have a strong knowledge of all membership types, programs, policies and processes.
• Effectively manage incoming telephone calls, which includes proper greetings, routing and paging.
• Safeguard the Membership Desk, cash drawer and safe at all times. Accurately account for all monies received during shift and deposit in safe.
• Help to maintain a clean, attractive, and well-organized Membership Desk area.
• Conduct interviews for Community Supported Memberships.
• Follow all requirements outlined in the Staff Expectations.
• Complete the Member Services Report during shifts.
• Be knowledgeable with all protocols to support and guide staff in following first aid, building emergencies and SERFER procedures when other directors are present. Be the lead responder for these situations while serving as MOD.
• Assist the MEAOD with administrative procedures
• Attend mandatory staff meetings.
• Perform any other duties assigned by the Director.

QUALIFICATIONS:

• Supervisory and customer service experience preferred.
• Certifications required within 30 days of hire: CPR/AED and First Aid.
• Exceptional communication, organization, interpersonal, problem-solving, de-escalation and conflict resolution skills.
• Intermediate or higher computer and electronic skills.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Ability to prioritize and accurately complete multiple tasks.

YMCA

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 fund-raising.

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…