Member Service Representative

Member Service Representative

Position Summary: The Member Services Representative is the face of the YMCA and is responsible for leading by example and providing service excellence as outlined by the Association Membership Service Standards. This individual is responsible for ensuring that front desk procedures are followed, assisting with program registrations, membership sales, and supporting with general office duties as well as assisting the center in achieving and exceeding monthly sales and retention goals.

Essential Functions / Job Duties: Works closely with and follows the direction of the Director or Membership Operations to ensure standard delivery of the Association Membership Agenda. Welcomes visitors by greeting them in person or on the telephone; answering or referring inquiries; addressing and resolving customer concerns. Assists members with check-in procedures. Ensures integrity and maintenance of member records. Provides members and nonmembers with information pertaining to facility functions and history of the YMCA. Promotes membership engagement through interactions with existing and potential members. Implements Membership engagement strategies and initiatives. Works closely with and supports sales including but not limited to: o Creating and distributing Welcome Packets. o Assisting with insufficient funds, cancellations and holds. o Converting participants and other nonmembers into members. o Assisting in achieving and exceeding monthly sales and retention goal. Contributes and implements innovative ideas to improve membership operations. Maintains professional safe and clean environment at Membership desk. Participates in Annual Community Campaign and events. Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.

YMCA COMPETENCIES (i.e. Leader, Team Leader, Multi-Team / Branch Leader): Mission Advancement: Reinforces the Y's values within the organization and the community. Effectively communicates the benefits and impact of the YMCA's efforts for all stakeholders. Implements effective systems to develop volunteers at program and fundraising leadership levels. Collaboration: Develops strategies to ensure staff and volunteers reflect the community. Builds and nurtures strategic relationships to enhance support for the YMCA. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for the development of others. Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves members and community in the development of programs and activities. Ensures execution of plans. Institutes sound accounting procedures and financial controls. Assigns clear accountability and ensures continuous improvement. Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a sense of urgency and positive tension to support change. Anticipates challenges that can sidetrack or derail growth and personal learning. 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.

Qualifications, Skills and Abilities / Position Requirements: High School degree or equivalent. Minimum of 1 years of customer service or sales experience. Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills Ability to work independently, and as part of a team. Ability to multitask and meet deadlines in a fast-paced environment. Organized and detail oriented. Ability to relate effectively to diverse groups of people from all social and economic segments of the community. Must demonstrate a strong desire to serve others and give back to our community. A professional, goal driven, self-motivated leader with a positive attitude. Ability to problem solve. Accepts and demonstrates YMCA core values; honesty, respect, caring, and responsibility. Has a strong work ethic, excellent customer service skills; is punctual and reliable in attendance. Excellent computer skills and experience with standard business software i.e. Microsoft Excel and Word. Must be able to work flexible hours including evenings, weekends, and holidays. Ability to respond to safety and emergency situations. Bi-lingual, English and Spanish language a plus. CPR/First Aid and AED certified within 90 days of employment.

Position Profile Outgoing personality enjoys interacting with people. Ability to stay calm in stressful situations. High level of patience. Has the ability and creativity to navigate difficult conversations.

Work Environment: The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primarily works in an office environment, however occasionally visits outdoor program events. While performing the duties of this position, the employee travels by automobile and is exposed to changing weather conditions.

Physical Demands The physical demands described here are representative of those that must be met by an employee to success perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities. Being in good physical health with full range of body motion, including manual and finger dexterity and eye/hand coordination. Requires corrected vision and hearing to normal range. Occasionally requires working under stressful conditions or working irregular hours.

The YMCA of South Florida is committed to the policy of Equal Opportunity prohibiting discrimination in the workplace because of race, color, religion, national origin, sexual orientation, political affiliation, age or disability.