Member Services Representative

About the Role

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

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.

Responsibilities

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention by:
  • Greeting members by name and welcoming guests
  • Scanning members’ cards and monitoring/controling access to the facility
  • Processing membership sales and providing tours to prospective members
  • Registering members for programs and troubleshooting member issues
• Answer phones in a polite, professional manner, ensuring calls are routed to the appropriate departments and messages are accurate.
• Possess a strong understanding of all programs, activities, and services to provide members with detailed, accurate, and timely information regarding schedules, cost, wait lists, and facility information.
• Build relationships with members; help members connect with one another and the YMCA.
• Handle and resolve membership concerns; inform supervisor of unusual situations or unresolved issues.
• Respond to emergencies as they arise and complete incident reports as required.
• Input memberships, programs, and guest information into Daxko accurately.
• Assist in developing and continuously improving Member Services procedures and policies.
• Ensure neatness of the Welcome Center, front lobby, and maintain the coffee station.
• Perform various clerical tasks such as copying, filing, phone calls, mailings, and stuffing packets.
• Open and close the YMCA building according to established procedures.
• Open, balance, and cash out the cash drawer at the end of each shift according to established procedures.
• Maintain open availability and scheduling to ensure desk coverage; communicate timely with the Member Services Coordinator when scheduling adjustments are needed.
• Work as a team member in handling all assigned tasks.
• Wear a name tag and adhere to dress standards at all times.
• Apply all YMCA policies dealing with member services.
• Perform other duties as assigned.
• Ability to work nights and weekends.

YMCA Competencies

• Mission Advancement: Accepts and demonstrates the Y’s 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

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

• Regularly required to use a computer for extended periods of time and communicate using a computer and phone/smart device.
• Frequently required to sit, reach, and move around the work environment.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.
• Flexible availability and open to work any shift, including early morning, nights, weekends, and holidays.