Client Relationship Associate

COMPANY OVERVIEW: The YWCA El Paso del Norte Region is the largest and most comprehensive YWCA in the United States. We are dedicated to eliminating racism, empowering women, and promoting peace, justice, freedom, and dignity for all. Become part of our amazing teamexciting opportunities are waiting for you! Join us in making a difference while growing your career with purpose and passion. Employment Benefits Include: Free membership to any of our YWCA locationsIndoor heated pools open year-round for water aerobics Two locations offering lap swimming (East and Central) Access to weight rooms and cardio equipment at all locations Fitness classes including Yoga, Pilates, Aquacise, and Zumba Join a team committed to strengthening our community while supporting your personal and professional growth. Katharine White Harvey Branch - 313 Bartlett Dr. El Paso, TX. 79912 Shirley Leavell Branch - 10712 Sam Snead Dr. El Paso, TX. 79935 Joyce Jaynes Branch - 1600 Brown St. El Paso, TX. 79902 Escobar Branch -115 Davis Dr. El Paso, TX. 79907 PT (15-20hrs) LOCATION: Shirley Leavell Branch - 10712 Sam Snead Dr. El Paso, TX. 79935 & KatharineWhite Harvey Branch - 313 Bartlett Dr. El Paso, TX. 79912 JOB SUMMARY: Under general supervision, the Client Relations Associate serves as the primary point of contact for members, participants, prospects, and visitors. This position is responsible for delivering exceptional, high-level customer service while managing front desk operations, implementing call handling procedures, conducting prospect follow-up, scheduling and conducting tours, and supporting membership sales and program enrollment goals. The Client Relations Associate plays a critical role in creating a welcoming first impression, converting inquiries into active participants, and ensuring accurate financial and administrative processes that support branch operations and revenue growth. Provides exceptional, high-level customer service at all times, creating a welcoming and professional environment for participants, visitors, and staff. Greets all visitors promptly, identifies needs through active listening, and delivers accurate program information with enthusiasm and professionalism. Ensures all visitors and participants sign in and out appropriately and escorts guests as needed. Maintains order, cleanliness, and a professional appearance in the lobby and front desk areas. Opens and closes the facility as assigned. Follows established call-handling procedures, including greeting standards, needs assessment, program explanation, and warm call transfers. Answers incoming calls promptly and professionally, accurately documenting inquiries in designated software systems. Responds to voicemail and missed calls within established timeframes. Tracks all phone and walk-in inquiries as sales leads. Conducts timely follow-up with prospective members via phone, email, or text according to established follow-up schedules. Schedules tour appointments and confirms appointments in advance to reduce no-shows. Conducts facility tours that highlight programs, services, and member benefits with the goal of converting prospects into active participants. Performs second-contact follow-up after tours to capitalize on sales opportunities. Re-engages past participants and inactive members to promote current programs, promotions, and membership opportunities. Supports branch revenue goals through active enrollment efforts, upselling programs, and promoting program participation. Enrolls participants in programs and memberships including Electronic Funds Transfer processing. Verifies membership status and program eligibility at time of enrollment and payment. Collects, receipts, and reconciles all branch payments, including preparing accurate deposits for bank per Agency policy. Balances cash drawer and ensures secure handling of all funds. Maintains weekly enrollment and participation statistics and provides reports to Program Managers. Monitors promotional initiatives and generates membership and sales reports using Agency software. Maintains inventory control and receives warehouse deliveries. Schedules room usage, maintains key and maintenance logs. Keeps bulletin boards, staff mailboxes, and communication materials current. Communicates class changes, branch closures, and important updates to staff and participants in a timely manner. JOB QUALIFICATIONS: High School diploma or equivalent required. Preferred: two (2) years of college coursework or equivalent experience in business, finance, sales, marketing, or related field.Minimum one (1) year of customer service experience required; sales or call center experience preferred.Demonstrated ability to follow structured call handling and sales procedures.Strong interpersonal skills with ability to build rapport quickly and handle objections professionally.Ability to multitask in a fast-paced environment with frequent interruptions.Working knowledge of PC systems and Microsoft Office required; experience with CRM or membership software preferred.Professional demeanor, positive attitude, and polished appearance consistent with agency standards.Current CPR and First Aid certification required (must be maintained throughout employment).May be required to have access to personal vehicle with valid drivers license and proof of sufficient liability insurance if assignments required multi-sites.Bi-lingual capability in English/Spanish required. ANTICIPATED BENEFITS: YWCA Membership and Program Discounts