MEMBER SERVICES REPRESENTATIVE

Job Title: Member Services Representative

Reports To: Membership Director

Work Location: Hal Welsh East Area YMCA, Fayetteville, NY

FLSA: Non-exempt – Part-time

Work Schedule: Hours vary based on availability

Salary Rate: $15.50//hour

A Career with a Cause:

We are welcoming: we are open to all. We are a place where you can belong and grow. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Our purpose is to strengthen the foundations of communities and families through our key areas of focus: youth development, healthy living, and social responsibility. We are committed to these causes because a strong community is achieved when we invest in our children, health, neighbors, and values. Historically founded on the Christian principles of caring, honesty, respect, and responsibility; our mission is to put these principles into practice through programs that build healthy spirit, mind and body for all.

We are for ALL.

Diversity, Equity, Inclusion, and Belonging Statement | YMCA OF CENTRAL NEW YORK (ymcacny.org) (

Position Summary:

T his position supports the mission and work of the Y, a leading nonprofit charitable organization. Under the direction of the Membership Director, the Membership Service Representative is responsible to greet and welcome all members and visitors of the YMCA in a highly professional manner. The incumbent will provide tours to potential members, sell memberships, register members for programs, answer phones, develop relationships with members to ensure member retention and satisfaction, respond to member questions and concerns, complete a variety of transactions to maintain member database records, and perform various clerical functions as assigned. The Member Services Representative provides leadership and assures the well-being for all, in line with YMCA of the USA guidelines and Association policies.

Salary and Benefits:

• Salary Range: $15.50/hour, Part-time non-exempt

• YMCA Membership

• Responsibilities/Duties/Functions/Tasks: The essential functions of this position include, :

• Greet all members

• Develop positive relationships with members fostering an atmosphere of community

• Take the initiative to build committed and connected long-term relationships with members.

• Accurately input member information as needed

• Responsible for completing daily and end of shift reports.

• Answer phones in a politely, professional manner, ensuring calls are routed to the appropriate departments and messages are accurate and given to the intended person.

• Possess a strong understanding of all programs, activities and services, with the ability to provide members detailed, accurate and timely information regarding schedules, costs, wait lists, programs and facility information.

• Participate in all member retention programs, strategies, promotional efforts, and fundraising campaigns.

• Open and close the facility according to established procedures.

• Handle emergencies as they arise. Complete incident reports as required.

• Work as a team member in handling all assigned tasks.

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YMCA Leadership Competencies:

• Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit.

• Communication & Influence: Listens and expresses self effectively and in such a way that engages, inspires, and builds commitment to the Y’s cause.

• Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations.

• Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.

Experience, Education, and Qualifications:

• High School diploma or equivalent

• Prefer a minimum of one year or more experience working in customer service field

• High degree of human relation and customer service skills

• Ability to handle multiple tasks, work independently, resolve problems and possess effective time management skills

• Possess basic computer skills and a good working knowledge of Microsoft Office Programs experience with data base management software is preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position requires sitting for extended periods of time and repetitive data entry. Ability to perform all physical aspects of the position.

Work Environment:

This job operates in a recreational and public environment. This role routinely uses standard office equipment such as phones, photocopiers, filing cabinets, and computers. At times, employees may be exposed to undesirable working conditions, communicable infectious diseases, and risk of injury from others. All employees are required to follow the preventative health policies of the YMCA at all times. The noise level in the work environment is moderate to high.