Member Service Representative

Member Service Representative

Under the direction and supervision of the Member Engagement Manager and in accordance with the mission and purpose of the YMCA, the Member Service Representative is responsible for the successful daily operations of the Member Service Desk, troubleshooting membership operations, and following the YMCA's mission and standards. The job will also involve assisting with member requests and maintaining positive interactions with members. He/she will complete all other duties and projects as assigned or required.

Essential Duties and Responsibilities

1. Possesses an understanding of and be able to perform all responsibilities of the member service representative, ensuring that all members are taken care of.

2. Thoroughly understands the YMCA policies, literature, and program information.

3. Understands and utilizes the membership database with the ability to process transactions.

4. Exhibits, understands and follows all Hamilton Area YMCA Member Service Desk policies and procedures including sub policies.

5. Ability to work in collaboration with cross-functional teams to achieve desired results.

6. Answers questions and makes responsible decisions for the member service representatives following all policies of the YMCA.

7. Knowledgeable of the tasks that need to be completed at the front desk for member service representatives to be sure that they are working during their shift.

8. Uncovers opportunities to upgrade members and/or to introduce members to other offerings available to them.

9. Performs all duties in a safe and efficient manner.

10. Performs other related duties as assigned or as necessary. Remains flexible and adaptable in work schedules and work assignments as defined by departmental and organizational needs.

11. Represents the Hamilton Area YMCA in a manner that conveys professionalism, confidentiality, courtesy, fairness, personal integrity, and respect for others.

Qualifications

Education and/or Experience

• High School Diploma required
• Must be at least 18 years of age
• Working knowledge or the ability to learn Membership Database

Skills and Abilities

• Working knowledge of YMCA policies
• Excellent communication skills
• Excellent customer service skills

Required Competencies

1. Quality & Productivity Provides high quality services, processes and programs while consistently seeking ways to improve outcomes and enhance the organization. Meets or exceeds goals and objectives and consistently engages in productive work effort requiring minimal direction from manager.

2. Professionalism Demonstrates self control by maintaining composure in difficult situations; deals calmly and effectively with stressful situations. Projects a professional image of oneself and the organization and demonstrates a positive attitude towards work and the organization.

3. Accountability Demonstrates a commitment to the position and accepts responsibility for personal actions. Comes to work on time and ready to work.

4. Collaboration & Teamwork Supports a positive team environment in which employees participate, respect and cooperate with each other to achieve desired results. Builds and sustains cooperative working relationships and demonstrates a positive attitude in work assignment and interaction with others.

5. Communication Expresses self in a knowledgeable, coherent, and professional manner. Works to resolve conflict and promotes an open and honest environment for feedback and constructive criticism.

6. Leadership Provides direction and motivation and sets an example through open communication and modeling best practices. Provides appropriate advice, on-going feedback, support and resources to improve effectiveness of individuals and departments.

7. Customer Focus Dedicated to meeting the expectations and requirements of customers. Consistently acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

Location: JKR

Hours: Fridays 4:00 - 8:00 p.m. and Saturdays 6:30 a.m. - 12:00 p.m.

Rate: $15.92