Member Service Staff

Description

Member Service Staff | Andover YMCA Community Center | $16.50 per hour | Sundays

At a Glance: Join the YMCA of the North Member Service team and help create a positive experience for members and guests. In this customer-focused role, you'll assist with memberships and program registrations, answer questions, provide facility tours, and support members using YMCA systems while delivering exceptional service.

Schedule:

• Must be available to work on Sundays
• Hours vary by location and operational needs
• May include mornings, evenings, and weekends

Pay: The salary for this position is $16.50 hourly. We take into consideration an individual's background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package for full-time includes a wide range of benefits (medical, dental, life, disability, and more) as well as generous paid time off and free membership. Part-time benefits will vary.

1. Job Summary: The Member Service Staff is part of a team responsible for the overall delivery of excellent customer service to all members, guests and participants of the branch. The incumbent is responsible for the sale of programs and services, responding to member and guest needs, promoting programs, and maintaining cleanliness and organization at the Member Service Area. The incumbent performs all duties demonstrating YMCA values and a commitment to excellence.

2. Essential Functions:

• Provide excellent service to members, guests, and participants in the branch and on the phone.
• Create a high-level experience for members, guests and participants through engagement and building a connection.
• Understand and enforce all applicable YMCA policies.
• Operate membership software and all necessary office equipment.
• Assist in handling and resolving member, guest and participant concerns and inform appropriate team member or manager of unusual situations or unresolved issues.
• Assist in the sale of YMCA programs, services and product to members, guests, and participants.
• Provide tours to prospective members.
• Responsible for maintaining towels at Member Services.

3. Relationships: The position reports to the Engagement Director who reports to the Executive Director. The incumbent interacts regularly with members, guests, and participants in an effort to provide excellent customer service and positively impact membership retention.


4. Qualifications: Required:

• Excellent customer service, sales, problem solving, communication and interpersonal skills
• Computer knowledge
• Ability to obtain CPR/PR, First Aid, AED, and Oxygen certifications within 30 days of hire
• Must be self-directed and motivated
• Ability to work with a diverse population and be inclusive to all
• Ability to multi-task

Preferred:

• Previous customer service experience
• Multilingual
• Knowledge of cash receipting
• High School Diploma/GED

5. Work Conditions:

• Perform all physical aspects of the position, including moving around, standing, bending, reaching, and occasionally lifting up to 40 pounds at a time.
• Ability to respond to emergency situation in a calm and efficient manner.
• Ability to work in a fast paced and changing environment.

6. Additional Notes: This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is responsible for taking direction from members of branch leadership in completing projects or performing duties deemed necessary for the branch and Association success.