Customer Service Representative

**Candidate MUST to be available to work days, nights and weekends**
**Punctuality, reliability, and a pleasant personality is a MUST**

SUMMARY
Under the direction of the Member Services Director, Representatives must greet and welcome all members and visitors of the Armed Services YMCA in a highly professional manner; sell memberships; register members for programs; answer phones and develop relationships that will ensure member retention and satisfaction; respond to members questions and concerns; complete a variety of transactions to maintain member database records; must uphold and promote the ASYMCA’s mission by demonstrating the core values of caring, honesty and respect.

Main Responsibilities

• Implement all business policies and procedures; monitor check-ins and control access.
• Greet all members; do what’s needed to make the customers’ experience pleasant.
• Process membership sales and registration and troubleshoot member issues.
• Accurately input member information as needed into the computer; process all fees and payments; follow cash handling procedures; complete daily end-of-shift reports.
• Assist in developing and continuously improving membership office procedures.

Duties and Responsibilities

• As a member of the member service staff operating the front desk, ensuring the highest quality standards to meet the needs of the community is a must.
• Take responsibility at the beginning of the shift to check for daily updates, verify cash, and make sure materials are stocked with work area neat and orderly.
• Maintain privacy requirements by not sharing personal data of member, including phone numbers and addresses.
• Answer phones in a polite and professional manner; ensure calls are routed to the appropriate departments and messages are accurate and given to the intended staff.
• Possess a strong understanding of all programs, activities and services; ability to provide members accurate, detailed and timely information regarding schedules, costs, programs, and overall facility information.
• Participate in all member retention programs, strategies, promotional efforts; work as a team handling all assigned tasks.
• Handle emergencies as they arise, complete incident reports as required; open and close facility according to established procedures.
• Additional duties and/or tasks assigned by the Member Services Director

Mandatory Certifications
State Criminal History Records Check

Physical Demands
While performing the duties of this position, an employee is frequently required to sit; occasionally required to walk, climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
This job operates in a fast-paced, customer-based environment where teamwork and community appreciation is the cornerstone of our front desk operations.
Travel
Travel time is not required for this position
Education and Experience
High School Diploma or GED
18 College credit hours (preferred)
Minimum 3 years of customer service experience
Minimum 3 years of data entry experience
Minimum 3 years of cash handling experience
Possess good customer service, problem solving, and communication skills and demonstrate initiative, enthusiasm, passion, good judgement, and reliability.
Possess a commitment to achieving goals
Possess and demonstrate excellent telephone etiquette

Other Duties
Please note: this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Military spouses, veterans and military affiliated job seekers encouraged to apply.

Armed Services YMCA is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ASYMCA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. ASYMCA encourages applicants of all ages.

Armed Services YMCA acknowledges the minimal use of artificial intelligence (AI) technology in our initial recruitment stages. All AI use is coupled with human review and is designed to assist our team in building efficiencies and excelling at focusing on timeliness and communication in our hiring process. Our hiring teams thoroughly evaluate skills and qualifications and make all final hiring decisions.