Member Service Representative

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. Under the supervision of the Welcome Center Director, the Membership Services Representative delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the front desk and lobby area. Actively works on assigned projects that are essential to ensuring that the membership department is able to operate at a high level of excellence and efficiency. The Membership Services Representative position is for Monday, Wednesday & Friday evenings 6-10 pm and may include occasional weekend shifts.

KEY RESPONSIBILITIES:

• Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
• Serves as the first point of contact for members, program participants, and community guests. Whether the interaction is in person on phone, must have a customer and service first mentality.
• Builds genuine relationships with members; helps members connect with one another and to the YMCA.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Applies and follows all YMCA policies and standard operating procedures
• Able to handle money, balance cash drawer, and make change.
• Ability to communicate and work with other departments.
• Works on assigned projects and tasks that ensure sound and efficient operations at the Welcome Center which results in improved member experience.
• All other duties as assigned by supervisor and YMCA Group Leadership.

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.

• Ability to thrive in an environment with the unique challenges of a non-profit community service organization
• Must have ability to interact and communicate with people from all ethnic backgrounds, ages, and lifestyles.
• Basic math, personal computer skills and experience with standard business software
• Ability to build genuine relationships with participants and maintain a welcoming environment with people from all walks of life
• Versatility, flexibility, and a willingness to work enthusiastically within constantly changing priorities
• Must be able to maintain confidentiality
• Ability to handle multiple tasks simultaneously and to prioritize appropriately
• Must have effective conflict resolution skills
• Must be able to work autonomously within the YMCA core values of Caring, Honesty, Respect and Responsibility
• Current CPR/AED certification or ability to become certified within first 60 days
• Bilingual Preferred