Member Services Representative

Department: Membership
Work Location: Albany and/or Troy Clubhouse
Reports to: Membership Director

About the Role

The primary function of the Member Services Representative is to deliver professional customer service, relationship building, and sales skills to create a welcoming environment at BGCCA. The incumbent will provide in-depth information related to BGCCA programs, activities, and special events while assisting with the attraction and retention of members, including the collection and processing of monetary transactions and information for members, participants, and guests. The position also supports data collection and analysis systems and may assist with other administrative or clerical support activities as assigned.

Responsibilities

• Greet and welcome guests as soon as they arrive at the office and notify appropriate staff of visitors.
• Maintain office security by following safety procedures and controlling access via the reception desk (manage intercom system, monitor logbook, assist with main office security systems).
• Maintain electronic and hard copy filing systems, ensuring accuracy and timely updates for easy information retrieval.
• Keep updated records of office cash handlings and store all records appropriately.
• Provide basic and accurate information regarding Club programs/events in-person and via phone/email.
• Answer, screen, and forward incoming phone calls professionally.
• Manage and update general voicemail/message service and receive and distribute messages accordingly.
• Receive, sort, and distribute daily mail/deliveries.
• Respond to and follow procedures for incidents and emergencies as the main point of contact.
• Act as the main point of contact for all Club-Main Office communications, including incident/injury reporting to external providers as necessary.
• Perform other clerical receptionist duties such as photocopying, sorting, filing, and data entry for Main Office staff as needed.

Work Environment

Fast-paced office environment serving as the primary reception and communication hub. Regular interaction with diverse populations including youth members, families, staff, and community partners. May involve handling cash transactions and confidential information.

No regular travel required. Occasional local travel between Albany and Troy locations may be requested based on operational needs.

Requirements

• High School Diploma or GED required.
• Associate's degree preferred.
• Minimum 1 year experience in member services and/or customer service.
• Experience with computers, software, phone systems, and data management preferred.
• Must be 21 years of age.
• Must complete all required BGCCA training within first 60 days of employment.

Skills

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability to work independently and in a team-oriented environment.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks appropriately.
• Excellent time management skills with proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Google Office Suite or related software.
• Cash handling experience preferred.
• Must pass a comprehensive background check, including fingerprinting, child abuse clearance, and sex offender registry check, as required by BGCCA.

Physical Requirements

• Standing/walking for up to 6 hours per day.
• Ability to lift and move up to 25 pounds.
• Fine motor coordination for computer work and filing.
• Regular verbal communication with children, staff, and parents.
• Visual acuity to monitor office activities and review documents.
• Ability to sit for extended periods while performing desk work.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pay

$15.50-$16.00/hr

Schedule

15-25 hours/week; hours may vary based on hours of operation.

Benefits

• Sick leave
• Supplemental health insurance
• New York Paid Family Leave benefits
• Employee assistance program (EAP)
• Eligibility for additional third-party discounts

Organizational Values

At the Boys & Girls Clubs of the Capital Area (BGCCA), you’ll find more than just a job. You’ll be part of realizing our mission to inspire and enable all young people, especially those who need us most, to realize their full potential as productive, responsible, and caring citizens. Our team works together to ensure that youth in the Capital Area are given an opportunity to succeed and flourish in today’s fast-paced environment.