Member Customer Service Representative- McWilliams YMCA

About the Role

Provides service and information to current and prospective members through positive communication, promoting the YMCA's five core values in all activities.

Responsibilities

• Answers inquiries and provides information on YMCA membership and programs.
• Provides prompt and courteous customer service to current and prospective members and guests in person and on the phone, contributing to member retention.
• Builds relationships with members, helping them connect with one another and the YMCA.
• Responds to and resolves member concerns.
• Enrolls new members and processes membership applications.
• Registers members and participants in classes and programs.
• Conducts interviews and/or tours of the facility, tailoring them to the needs of prospective members, and sells memberships.
• Implements procedures for the effective and efficient operation of the Membership Department.
• Ensures compliance with membership policies and procedures.
• Reports suspicious and inappropriate behaviors and policy violations.
• Follows mandated abuse and incident reporting requirements.
• Meets timelines and deadlines related to supporting systems and employee compliance, such as reviewing and approving time sheets in Kronos Workforce Ready.
• Attends staff meetings and trainings as required.

Qualifications

• Minimum age of 16 years old.
• Certifications required within 30 days of hire: CPR/AED and First Aid.
• Excellent interpersonal and problem-solving skills.
• Ability to connect with people of diverse backgrounds.
• Previous customer service, sales, or related experience.
• Basic knowledge of computers.

Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Effective presentation skills in one-on-one and small group situations.
• Mathematical skills including addition, subtraction, multiplication, division, rate, ratio, percent, and interpretation of bar graphs.
• Common sense understanding to carry out detailed instructions and resolve routine problems.
• Ability to maintain confidentiality and be sensitive to the needs, feelings, and safety of others.

Physical Demands

• Regularly required to stand, walk, talk, and hear.
• Frequently required to use hands to finger, handle, and/or feel objects, tools, and/or controls.
• Occasionally required to lift and/or move up to 10 pounds.
• Adequate vision and hearing to monitor the environment and communicate effectively with members.

Work Environment

• Moderate noise level.

Schedule

Must be able to work the following shifts: Mondays 10am-4pm, Wednesdays 10am-4pm, Fridays 3-9pm, Saturdays 12pm-6pm, Sundays 11am-6pm.

Please note that duties, responsibilities, and activities may change at any time with or without notice. The YMCA of Greater Houston provides Equal Employment Opportunities for employment to all employees and applicants, including disability and protected veteran status.