Member Services Representative

Description

POSITION SUMMARY:

Under the direction of the Membership Director in harmony with Christian values of this Association and in accordance with the policies of the Association, the Member Services Representative will be directly responsible for providing the highest quality service to members and the community.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

1. Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention. This includes providing excellent member service by greeting members by name, welcoming guests, scanning members’ cards, monitor and control access to the facility, process membership sales, provide tours to prospective members, register member for programs, and troubleshoot member issues.
2. Answer phones in a polite, professional manner, ensuring calls are routed to the appropriate departments and messages are accurate and given to the intended person.
3. Possess a strong understanding of all programs, activities and services, with the ability to provide members detailed, accurate and timely information regarding schedules, cost, wait lists, programs and facility information.
4. Build relationships with members; help members connect with one another and the YMCA.
5. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
6. Handles emergencies as they arise. Complete incident reports as required.
7. Input memberships, programs and guest information into Daxko in a neat and accurate manner.
8. Assist in developing and continuously improving the Member Services procedures and policies.
9. Ensure neatness of Welcome Center, front lobby and maintain coffee station
10. Various clerical tasks such as copying, filing, phone calls, mailings, stuffing packets, other tasks to be determined by Membership/Associate Executive Director.
11. Opening and closing of the YMCA building according to established procedure
12. Opening, balancing, and cashing out cash drawer at the end of each shift according to established procedure
13. Maintains open availability and scheduling to ensure desk coverage.
14. Communicates timely with the Member Services Coordinator when scheduling adjustments are needed.
15. Work as a team member in handling all assigned tasks.
16. Wear name tag and adhere to dress standards at all times.
17. Applies all YMCA policies dealing with member services.
18. Performs other duties as assigned.
19. Ability to work nights and weekends.

YMCA COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

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’s 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. Follows budgeting policies and procedures, and reports all financial irregularities immediately. 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.

Requirements

QUALIFICATIONS:

1. Certifications required within 60 days of hire: CPR/AED, and First Aid.
2. Complete Leader Certification on LINK within the first 6 months of employment.
3. Excellent interpersonal and problem-solving skills.
4. Ability to relate effectively to diverse groups of people from all social and economic segments of the community
5. Previous customer service, sales or related experience.
6. Basic knowledge of computers.

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.