Member Service Associate

Job Category: Membership | Industry: Customer Service, Health & Fitness

About the role

Under the direction of the Membership/Senior Program Director, the Membership Service Associate will provide leadership through excellent customer service by having a clear knowledge of YMCA programs and services. This position has a direct bearing on overall retention and customer satisfaction.

Responsibilities

• Provide excellent service by having a great knowledge of YMCA programs, services, and systems.
• Effectively communicate the mission, vision, and values of the YMCA.
• Follow directions, be flexible, and exhibit a friendly demeanor while working with people of all ages and backgrounds.
• Maintain a safe and clean facility at all times.
• Deliver excellent customer service by:
  • Exceeding member expectations through fast and knowledgeable service.
  • Greeting and becoming familiar with program participants and members by name.
  • Handling all questions and concerns in a courteous, professional manner.
  • Gathering feedback from members and sharing it with supervisors to help improve service.
  • Having a comprehensive knowledge of programs and facilities.
  • Being prepared at all times to greet and help members.
• Make membership retention a priority by:
  • Selling the YMCA’s value, not just its facilities.
  • Enforcing association policies and procedures to ensure a safe and professional environment.
• Be observant and mindful of the impact the YMCA has on its members and the community.
• Have a comprehensive knowledge of the following YMCA systems:
  • Financial procedures: money handling, registrations, and sales to ensure accuracy.
  • Opening and closing procedures: perform as needed.
  • Emergency procedures: be certified and prepared to implement in case of an emergency.
• Strive to improve current services by:
  • Attending mandatory staff meetings and city-wide customer service, sales, and program trainings.
  • Providing feedback and suggestions to improve services and/or systems.
  • Performing custodial duties as needed without being prompted.
  • Supporting Strong Community Campaign efforts.
  • Refraining from making negative comments on social networking sites.
• All other duties as assigned.

Impact

Ensure a positive, safe, and enjoyable environment for all YMCA members and staff; take ownership of members' needs and concerns, support the overall value of the association, and be part of a well-managed team that is engaged in building and fostering positive relationships.