Member Service Associate

About the Role

We are looking for outgoing, energetic staff to work at the Front Desk, with shifts including early mornings, some nights, and weekends.

Provide quality member service to members and the community. Have a thorough understanding of office procedures and practices. Serve as a member of the membership services staff responsible for providing quality member service, member/program sales, retention, and satisfaction, while exemplifying the YMCA values of Caring, Honesty, Respect, and Responsibility.

Responsibilities

• Greet members and community (in person and/or on the telephone) in a positive manner.
• Offer prospective members a tour of the facility, information about the YMCA, the benefits of membership, and extend an invitation to join.
• Provide proper information to members and community regarding memberships, programs, rentals, reservations, and other services.
• Ensure membership applications, passes, programs, merchandise, and replacement card data entry are complete and accurate, with all monies receipted properly.
• Complete shift-end reports with all monies collected and reconciled.
• Respond to customer complaints in a positive manner.
• Operate office equipment including washer/dryer, computer, credit card machines, faxes, folding machine, laminator, and postage.
• Attend training, meetings, and special events as required.
• Follow all components of Membership by Design and Relationship by Design philosophy.
• Maintain service and lobby areas in a neat and professional manner at all times.
• Assist with behavior, medical, and emergency situations, documenting on Incident Reports.
• Maintain a neat and clean personal appearance at all times; wear name tag, membership card, and staff shirt (if applicable) during all shifts.
• Read and initial the communication book daily.

Requirements

• High school diploma or equivalent.
• Six months of previous experience in customer service.
• Ability to read, interpret general documents, and follow written directions.
• Ability to effectively present information and respond to questions from members, community, and staff.
• Ability to calculate figures such as discounts and percentages, count money, and balance daily receipts.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Complete background check, child abuse prevention training, CPR/AED certification, and bloodborne pathogens training.
• Ability to operate a computer and basic office equipment, with specific knowledge of Microsoft Word.
• Strong human relations skills.

Physical Demands

• Frequently required to sit and talk or hear.
• Occasionally required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

• Occasionally works in outside weather conditions.
• The noise level in the work environment is usually moderate.