Member Services Representative

Position Summary

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

Job Requirements

The Membership Services Representative must demonstrate a personal commitment to the mission and core values of the YMCA. This position requires a person who must demonstrate an ability to work effectively with people and be a team member. This position requires good organizational skills, strong human relation skills, general knowledge of business procedures, good communication skills (verbal and written), willingness to adapt to change and knowledge about YMCA operational procedures and programs. This person must have sales experience, a working knowledge of operating computers, must be dressed in uniform, friendly, and exhibit good health habits. The ability to establish and maintain harmonious relationship with staff, volunteers, members and community is essential.

Must be 18 years and over

Essential Functions

• Responsible for reading the Membership Communication book at the start of each shift.
• Assist with tours
• Responsible for studying and learning the brochure and front desk manuals in the first two weeks of training
• Responsible for accurately reconciling daily cash drawer
• Participate in delivery of services to members to ensure excellence
• Create a positive environment where everyone feels welcome, encourage and motivate others to become more involved in the YMCA
• Communicate in a friendly and a courteous manner when answering phones, transferring calls, and taking messages
• Greet and interact with members in a friendly manner
• Assist at member service desk and make sure that no member if left unattended
• Responsible for attending YMCA open houses (2year)
• Maintain a clean, supplied, and organized member service desks
• Oversee that all members and guests are properly checking in at the member service area when using the YMCA facility
• Present a professional image to all employees, members, and general public
• Follow proper procedures for all business transaction (example: receipt, monies and program registration
• Promote family membership and program enrollment
• Attend all designated staff meetings
• Wear nametag and adhere to dress standards at all times
• If unable to work due to sickness, vacation, etc. Responsible for finding shift coverage.
• Contact supervisor and keep them posted on who will be working in your place.

ACCOUNTABILITY

• The Member Services Representative will report directly to the Membership Director. He or she will be responsible for the successful development of the membership base, and quality customer service, as well as the successful completion of all transactions during shift.

PHYSICAL REQUIREMENTS

• Standing for long periods of time, up to 8 hours per shift, lifting, and carrying up to 100 lbs; bending, time outdoors, sitting and desk work up to 8 hours per shift, working with chemicals, and must be able to perform physical duties of positions of which you supervise. Required to take YMCA training in CPR, AED, First Aid and New Staff Orientation within 30 days of employment.

YMCA COMPETENCIES (LEADER):

• Mission and Community Oriented: Accepts and demonstrates YMCA values. Works effectively with people of different backgrounds, abilities, opinions and perceptions. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them.
• People Oriented: Seeks first to understand the other person's point of view, and remains calm in challenging situations. Builds rapport and relates well to others. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

• Results Oriented: Strives to meet or exceed goals and deliver a high-value experience for members. Embraces new approaches and discovers ideas to create a better member experience. Makes sound judgments, and transfers learning from one situation to another. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Supports fundraising. Follows budgeting policies and procedures, and reports all financial irregularities immediately.
• Personal Development Oriented: Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process.

Disclaimers

• Must complete successful criminal background check and drug screen
• All of the above duties and responsibilities are essential job functions subject to reasonable accommodation.
• The YMCA promotes an equal employment opportunity work place which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
• This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.