Customer Relations Specialist

POSITION SUMMARY:
Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes membership and programs, and maintains cleanliness and organization of the membership desk area.

ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests and program participants in the Y and on the phone, applying all YMCA policies dealing with member and guest services, and contributing to member retention.
• Assists with the tour communication procedure as directed, responding to the needs of prospective members, acts as a liaison between the Y and members/guests, walking people to class, engaging with members throughout the facility.
• Handles and resolved member and guest concerns and informs supervisor of unusual situations or unresolved issues.
• Other duties as assigned by supervisor.
• Follows YMCA policies and procedures, including those related to medical and disciplinary situations, child abuse prevention, and emergencies.

YMCA COMPETENCIES (Leader):
Mission Advancement: Accepts and demonstrates the Ys 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: Work 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: Make sound judgements, and transfer learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plan 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.

PHYSICAL DEMANDS/FUNCTIONAL ATTRIBUTES

Essential functions are the fundamental job duties, meaning the position exists to perform the function; there is a limited number of employees among whom the performance of the function can be distributed; and/or the incumbent is hired for expertise or ability to perform the function due to its high specialization. The Americans with Disabilities Act of 1990 (ADA) and associated Federal regulations protect qualified individuals with disabilities from discrimination in all areas of employment. To be considered qualified, an individual must be able to perform the essential functions of a position, with or without reasonable accommodation. It is important that the physical tasks associated with the essential functions be identified appropriately so that persons with disabilities can determine if any accommodation is necessary.

General Physical Requirements

• • Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Physical Activity List

• • Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
  • Kneeling: Bending legs at knee to come to a rest on knee or knees.
  • Crouching: Bending the body downward and forward by bending leg and spine.
  • Reaching: Extending hand(s) and arm(s) in any direction.
  • Standing: Particularly for sustained periods of time.
  • Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
  • Pushing: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
  • Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of the upper extremities and back muscles.
  • Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
  • Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
  • Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound.

Visual Acuity

• • The worker is required to have close visual acuity to perform an activity such as; preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• • The worker is subject to noise.

1. Must be at least 18 years old.
2. Excellent interpersonal and problem solving skills.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community
4. Previous customer service, sales or related experience preferred.
5. Strong knowledge of computers and related software.
6. Bilingual preferred but not required.