Member Experience Associate

As the nation’s leading nonprofit organization committed to strengthening communities through youth development, healthy living and social responsibility, the Y offers more than just a job. We offer you a career with a future and the chance to make a lasting difference in your community. As a key member of the Membership, Kid’s Club, and Healthy Living team, a Member Experience Associate is responsible for ensuring a safe, engaging atmosphere by providing both administrative support and direct service for essential YMCA services. This position serves as a positive role model for both members and other staff and creates a community building atmosphere where a safe environment, member engagement and excellent service are the highest priorities.

ESSENTIAL RESPONSIBILITIES:
This position requires strong organizational, computer, communication and interpersonal skills. The ability and willingness to learn, multi-task with good problem-solving skills, along with excellent customer service/sales skills are essential. Individuals with previous customer service experience and/or a related field along with a strong initiative, adaptable to change, and responsive are encouraged to apply. 

KNOW HOW/REQUIREMENTS:

Essential Skills in Membership

• Uphold the mission of the YMCA, and demonstrate behaviors that reflect a determined, nurturing, genuine, hopeful and welcoming nature
• Previous customer service experience preferred
• Excellent oral and written communication skills
• Joyfully greet members and guests
• Membership Sales/Changes and Updates
• Process Membership for All application
• Show genuine interest in member and guests concerns
• Know members’ names and use them in their presence
• Provide information and promote facility services and programs
• Process Program/Class Registrations and Cancellations
• Provide facility tours and follow-up with prospects
• Handle Phone Inquiries and Registrations
• Emphasize fun, make the Y a happy place with positive relationships

Essential Skills in Kid’s Club:

• Provides excellent and genuine care for infants, toddlers, and school age children
• Provides a safe and welcoming atmosphere; maintain center cleanliness, sanitation, organization and appearance
• Ability to lead organized age-appropriate activities, including crafts and physical activities
• Build and maintain open communication with children, parents, director and other staff
• Be open, friendly and approachable to children and parents
• Responsible for the health, welfare and safety of the children in Kid’s Club
• Completes required abuse risk management training. Adheres to policies and procedures in managing high-risk activities and appropriate boundaries of supervision. Reports suspicious or inappropriate behaviors and policy violation to supervisor. Follows mandated abuse reporting requirements to authorities.

Essential Skills in Healthy Living:

• Provide courteous, prompt and sincere attention to members, guests, participants and staff
• Provide Healthy Living Initiatives such as Smart Start Trainings, Youth Fitness Fundamentals, Orientations, and other member engagements initiatives
• Responsible for member engagement and follow-up communication
• Foster and build strong relationships
• Replenish and maintain appropriate health and safety materials throughout the facility (hand sanitizer, paper towels, soap, disinfectant spray, etc.)
• Ensure facilities are picked up, safe and free from clutter

WORK ENVIRONMENT:

• Noise level- High
• Multi-tasking environment
• Exposure to electrical/mechanical mechanisms
• Ability to stand for extended periods of time and work at face paced environment

The YMCA of Greater Louisville is an equal-opportunity employer committed to diversity and inclusion. We encourage applications from all qualified individuals regardless of race, ethnicity, religion, gender, gender identification, sexual orientation, age, or disability status.