CLOSING DATE FOR APPLICATION: 12/29/2022

JOB LOCATION: YMCA-Glendale

HOURS/DAYS SCHEDULE: Part time 10-15 hours per week Daytime, Evening & Weekend hours available.

POSITION SUMMARY:

The Experience Representative, working as part of the YMCA Wellness Center team, will deliver professional customer service and relationship building skills to create a welcoming environment at the centers. The incumbent will also exhibit the core values of caring, honesty, respect, responsibility, and innovation in all aspects of their work with the Wellness Centers. Under the direct supervision of the Experience Director, the Experience Representative will be the first point of contact for prospective new members, current members, and guests. The incumbent will perform a variety of membership sales and membership admin duties while responding to member and guests with a high level of energy providing professional, respectful service always.

ESSENTIAL FUNCTIONS:

• Develops positive relationships with members and participants and provides motivational support and guidance focusing on the needs of the member.

• Conducts membership tours and closes sales as assigned, enrolls new members and processes/reviews member applications, including performing/reviewing data entry on all membership requests.

• Assists Experience Director/Manager with member phone calls, emails and surveys.

• Assists members and participants with program registration, answers inquiries, including member concerns and provides information on membership and programs.

• Circulates throughout the building to ensure safety of users and security of building.

• May act as manager on duty if assigned.

• Collaborate across departments to ensure all aspects of the facility/programs are meeting members needs.

• Carry out daily tasks related directly to the positions scope and responsibility including shift assignments:

• A: Experience Desk-handling customer requests, processing transactions, change requests, answering phones and providing information to members and community. Providing an excellent member experience while performing these duties.

• B: Floor Attendant-assisting members with needs and requests, customer service & member connection, equipment knowledge and assistance, cleaning/sanitizing equipment after member use, providing a great member experience in the course of performing these duties including engaging with members. Assist fitness class instructors set up class and direct members to class as needed

• C: Greeter/Welcomer-greeting and guiding members, guests, and community visitors at point of contact. Give updated information on policies, practices, and processes, and highlight daily activities, check in members, and provide a great member experience while performing these duties.

• D: Adventure Zone-implement age appropriate instruction and supervision for children of families using facility. Execute great customer service by creating an environment where children are provided care in a safe, fun, and engaging environment where parents feel confident leaving their child.

• E: Cleaning & Sanitation-part of a shift where this will be the focus of duties to ensure the safety of our members and instilling confidence in those we are serving, in accordance with Association policies.

• F. Membership Sales Support:

• Promotes program and membership enrollment.

• Convert program participants and other nonmembers into members.

• Assist in the maintenance and accuracy of member records at point of sale.

• G. Training Requirements for systems/upkeep of information thru intranet-stay current with certifications and training requirements.

LEADERSHIP MINDSETS AND BEHAVIORS

• Demonstrates Organizational Ownership
• Relationship Building
• Listening
• Thrive in a Team Environment
• Flexible and Nimble

LEADERSHIP COMPETENCIES:

• Collaboration
• Communication
• Critical Thinking & Decision Making
• Problem Solving
• Inclusion
• Engaging Community

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate

PART-TIME EMPLOYEE BENEFITS:

• Free individual membership
• Program discounts
• Generous retirement benefits - 6% after eligibility is met
• Employee Assistance Program
• Accrue 1 hour of paid sick leave for every 30 hours worked

• High school diploma or equivalent.

• One or more years of relevant work experience, preferably in a YMCA or other nonprofit agency.

• Prefer knowledge of, and previous experience with, diverse populations.

• Strong fiscal management skills that ensure business growth and sustainability.

• Must be adaptable, have high ownership and strong work ethic.

• Commitment to shared accountability, teamwork, and creative leadership.

• Must possess and demonstrate an ability to interact positively with people. Must be able to perform several duties simultaneously and take the initiative to solve participant problems.

• Understanding of the nature and purpose of the YMCA and the respective roles of volunteers and staff.

• Must be able to work flexible hours including evenings, weekends, and holidays in accordance with location volume and events.

• CPR and First Aid certifications required within 30 days of hire.