Job Description

The YMCA of Metropolitan Detroit is a non-profit organization dedicated to strengthening the foundation of community through youth development, healthy living, and social responsibility. Imagine going to work knowing that what you do each day positively affects the lives of the people in your community. Working at the Y, you\xe2\x80\x99ll discover more than just a job\xe2\x80\x94you\xe2\x80\x99ll enjoy a career with the chance to make a lasting difference in the lives of those around you.

POSITION SUMMARY:
Under direction from the Welcome Center supervisor, the Member Experience Associate supports all aspects of a high-quality YMCA user experience. This position is responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests at all times exhibiting excellent communication and customer service skills upholding the member experience standards.

ESSENTIAL FUNCTIONS:

• Provide excellent customer service to members and guests through greeting, managing and addressing member concerns, and answering phones.
• Assist the Member Engagement Team in facility tours as needed.
• Maintain a neat, organized work area.
• Engage with members and families as you direct them to programs and activities in the Y.
• Facilitate all business functions related to membership and program registrations with exceptional customer service and accuracy.
• Be a good steward of the Y by enforcing all policies and procedures as it relates to membership and programs while offering the highest quality customer service.
• Know all aspects of program departments, i.e. registration procedures, schedules and program guides. Effectively communicate information to all YMCA guests and members.
• Communicate the Y mission and values through excellent customer service.
• Build a positive first impression with a warm smile and personal greeting for all who encounter the YMCA by upholding the YMCA core values.
• Uphold the membership experience best practices.
• Perform other duties as requested by the supervisor in the spirit of teamwork

YMCA COMPETENCIES (Leader):

• Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs.
• 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\xe2\x80\x99s 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.
• Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Strives to meet or exceed goals and deliver a high-value experience for members.
• Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

• Minimum of High School diploma
• Computer experience preferred. Some typing knowledge required.
• Must have prior customer service experience. Must have the ability to concentrate in a busy atmosphere and adjust to a constantly changing work environment.
• Must have strong organizational and communication skills and be able to handle multiple tasks.
• Must be friendly, outgoing, accurate, neat, dependable, and a self-starter.
• Must be able to understand and explain YMCA policies and procedures.

The YMCA of Metropolitan Detroit (\xe2\x80\x9cYMCA\xe2\x80\x9d) is an equal opportunity employer and seeks to be an inclusive and welcoming environment for all. The YMCA does not discriminate in recruitment, hiring or other terms or conditions of employment on the basis of race, color, gender, gender identity, sex, age, religion, national origin, genetic information, ethnicity, height, weight, marital status, sexual orientation, disability, military status or application or any other basis protected by state, federal or other applicable law.

The YMCA of Metropolitan Detroit is committed to ensuring the safety and well-being of children in our programs. We hold all staff, regardless of position, to the highest possible standards. We require all staff to be screened regularly and sign a code of conduct. All staff will be monitored when interacting with
program participants. We take any inappropriate interactions between program
participants and with staff very seriously and will fully cooperate with
authorities in any case of abuse.