Member Service Representative

Member Service Representative

Under the supervision of the Membership Coordinator/Director, the Member Service Representative provides a positive and welcoming experience for all members at the Y. As the first point of contact either in-branch or on the phone, the Member Service Representative must be able to provide an overview of all membership and program offerings to current and prospective members. The Member Service Representative must also have comprehensive knowledge of our Membership Database System (ACTIVENet).

ESSENTIAL FUNCTIONS

• Using YMCA of Greater Rochester Best Practices, the Member Service Representative:
• Provides a positive member experience by connecting with members and building relationships.
• Understands, shares, and answers questions on membership and program offerings.
• Communicates branch policies and procedures, including age requirements, cancellation policies, and membership categories.
• Onboards new members, by determining best-fit category, taking payments or setting up payment plans, and familiarizes new members with digital tools (app, Website, membership account, etc).
• Searches for, navigates, and interprets member records including membership type and who is on the membership, account history, program registration, payment method, account balances when applicable, and custom notes.
• Handles credit cards or electronic checks for updating automatic payments, save for future use, and pay account balances.
• Registers members for programs in Aquatics, Health & Wellness and others.
• Keeps accurate, detailed records of all transactions, membership records, incident reports and other necessary documentation; reconciles all cash, check and charge transactions to balance shift report.
• Follows Association Membership procedure for specialized memberships including, but not limited to, Experience Scholarship applicants, Community Health Partners, and Nationwide Members.
• Attends all required meetings and training.
• Is familiar with and carries out emergency procedures, building rules and regulation
• Maintain a well-presented facility with a high level of responsiveness in regard to cleanliness and repair.
• Maintains required certifications.
• All other duties as assigned.

Requirements

• Must be at least 17 years of age and possess a high school diploma or GED.
• At least one year of customer service experience required.
• Possess excellent interpersonal and communication skills.
• High level of attention to detail and quality service and facilities.
• Ability to work with a diverse population.
• CPR/AED and First Aid Certifications are required or the ability to obtain within 60 days of hire.

PHYSICAL REQUIREMENTS:

Must be able to sit and stand for extended duration of shift

Must be able to bend and stoop frequently

Must be able to lift up to 15 pounds