MEMBER SERVICES REP

Member Services Representative

The Member Services Representative will report to the Associate Member Services Director. This position is responsible for operating, maintaining and improving Welcome Center services and systems. The position serves members and guests, maintains member service control, answers member questions and performs various clerical duties.

Essential Functions

Member Engagement:

• Greet and check-in all members and guests in a friendly and professional manner.
• Provide excellent customer service to members, program participants, and guests in person and on the phone.
• Builds relationships with members, staff, volunteers, donors, and community leaders.
• Promote member engagement through knowledge of programs, events, and membership benefits.
• Respond appropriately and promptly to member suggestions or concerns.
• Be knowledgeable about all YMCA policies.
• Be informed about the importance of volunteers and opportunities.
• Encourage participation in facility and program orientations.

Welcome Center Operations:

• Conduct daily front desk operations as directed while following all YMCA policies.
• Provide facility tours, process membership accounts, answer questions related to membership, programs, events, etc.
• Executes registration process and transactions for YMCA programs accurately.
• Provide accurate information on organization's services and programs.
• Receipt and balance all payments during scheduled shift. Responsible for personal base in assigned cash bag.
• Handle any member issues, first-aid, or building emergencies and inform supervisor of unusual situations or unresolved issues.
• Document incidents and forward incident forms to Human Resources Director and appropriate department directors.
• Review daily events and facility schedule; assist with daily event set-up as needed.
• Maintain cleanliness and organization of the Welcome Center desk and lobby areas.
• Complete all Member Services duties and other duties as assigned.
• Be alert to safety factors and potential hazards, correcting them when possible; report any safety or hazard issues to appropriate director and maintenance.
• Supports all building staff in emergency.

YMCA Competencies: Leader

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.

Philanthropy:

All YMCA staff is accountable for understanding the organization's charitable status and mission to assure access for all through active participation in fundraising and philanthropy efforts.

• Work with the Development Team, HR and key philanthropy volunteers to increase your understanding and skill set.
• Build strategic relationships with members for year round member cultivation to increase the number of member campaign volunteers and donors.
• Assist in achieving your department annual support campaign goal by directly and personally participating in campaign efforts and ongoing fundraising by identifying new volunteers and potential new donors.

Qualifications:

• High School Diploma, Associate Degree a plus.
• Excellent communication, customer service and relationship building skills.
• High degree of accuracy with information provided.
• Ability to work as part of a team while being flexible, reliable and adaptable.
• Multi-task oriented; effective organizational skills and able to take initiative.
• Ability to problem solve and resolve conflicts.
• Able to work without direct/minimal supervision.
• Ability to respond to safety and emergency situations.
• Experience with computers.
• CPR/AED, First aid certification; will train on-site.

Working Conditions:

• Ability to work with irregular work hours, including evenings, weekends AND holidays to meet organizational needs.
• Ability to walk, stand, and sit for long periods of time while maintaining alertness for several hours at a time. May also require bending, kneeling, leaning.
• Potential exposure to communicable diseases and bodily fluids is possible. Able to administer first aid.
• Must be able to lift and carry up to 50 pounds.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.