Membership Navigator

Welcome Center Navigator.  
Job Description

Position summary:


The function of the Welcome Center Navigator is to inform potential members of the 
value of a YMCA membership and to assist them to find the optimal path at the YMCA. 
The Welcome Center Navigator will guide each member to discover the best possible 
solution for the individual/family. This position is grounded in relationship building and 
uses empathy to support each member’s needs.


Reports To: Welcome Center Director

Qualifications
Requirements

Education and/or Experience

  • Minimum of 2 years of college preferred
  • Minimum of 3 years of directly related customer service experience.
  • Evidence of strong relationship building skills and outstanding communication 
    skills
  • Trained or willingness to complete the following YMCA programs: Listen First, 
    Relationship Building and Support Change

Language Skills:

  • Trained and well versed in Listen First, Support Change and Build Community 
    Techniques would be desirable.
  • Ability to read and interpret documents such as safety rules, business reports, 
    and procedure manuals as necessary.
  • Ability to write routine reports and correspondence and to speak effectively 
    before members or employees of the Association and the public is required.
  • Strong writing skills are also required.
  • Bilingual ability is a significant asset.

Reasoning Ability:

  • Ability to solve practical problems and deal with a variety of concrete variables in 
    situations, where only limited standardization exists, is required.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or 
    schedule form.
Essential Functions

Essential Duties & Responsibilities:

  • Provide Member Consultations and facility tours to potential new members.
  • Educate and guide potential members on the value of a Y membership as it relates 
    to their specific needs, cross-promote and up-promote, then ask for the ‘join.’
  • Maintain a Customer Relationship Management (CRM) system for potential new 
    members - To follow up with members in their member navigator caseload.
  • Input accurate information into Daxko for timely processing
  • Communicate with Welcome Center Director regarding how the potential 
    members heard about the YMCA of Greater Providence.

Performance Measurements:

  • Join Ratio
  • Number of Member Consultations Given vs. Number of Joins
  • Initial Engagement Survey Results
  • Number of Programs Sold
  • YMCA of Greater Providence Team Standards:
  • Know our mission and be able to tell our story.
  • The mission of the YMCA of Greater Providence is to build healthy spirit, mind 
    and body for all, through programs, services and relationships that are based on Welcome Center Navigator Post Cont.
    our core values of caring, honesty, respect and responsibility.
  • Honor your colleagues by being on time, present and fully engaged at all times.
  • If you disagree, propose a solution.
  • Be accountable for results.
  • A commitment to valuing and acting as one YMCA as evidenced by referring to 
    ourselves as employees of the YMCA of Greater Providence.
  • Display leadership that requires not only skill, but energy, passion, optimism and 
    creativity.
  • Build open and honest communication. Face to face, or voice to voice, is the 
    preferred method of communication with email for information sharing only.
  • Deliver exceptional service that is of high value. Build a positive staff team. Be 
    friendly. 
Required Certifications

Certifications / Training:


As required of the program area in which the position serves. See appropriate Greater 
Providence program quality standards, hiring requirements or state licensing 
requirements as applicable. All certifications must be renewed in a timely manner in 
accordance with general YMCA policies. Must complete Association wide training 
requirements within the timeframe stated at the time of hire.
Welcome Center Navigator Post Cont.

Training in Listen First, Support Change and Build Community Techniques to be 
completed within 90 days of hire date.