Membership Representative

Job Description

Job Description

Description:

POSITION SUMMARY : 

Serve as the initial YMCA contact. Communicates with members and guests in a friendly, knowledgeable and courteous manner. The position focuses on member service, membership recruitment, membership retention, membership recapture, and membership & program promotion.

ESSENTIAL FUNCTIONS : 

1. Provide premier service to members and guests
2. Provide members and guests with information on YMCA membership and programs 
3. Process membership & program transactions accurately
4. Build supportive and caring relationships with members and guests
5. Assist members and guests with their health and program goals
6. Listen to suggestions/concerns and respond appropriately
7. Provide supervisor with all changes to established work schedule
8. Assist with member/program recruitment, retention and recapture efforts that may include tours, phone calls, emails, appointment setting and follow-up procedures
9. Assists membership team to achieve membership and program enrollment goals
10. Complete and report daily shift responsibilities 
11. Ensure members follow policies as outline in Membership Handbook
12. Communicates/collaborates with other departments including by in-person, phone, email and on walkie-talkies 
13. Recognizes, responds and corrects any risk or safety issues
14. Responds to emergency situations according to the Emergency Action Plan
15. Support promotional & fundraising efforts
16. Follow Membership Representative staff dress code
17. Attend mandatory staff meetings
18. Performs other job-related duties as requested and necessary 

YMCA COMPETENCIES : 

Mission Advancement : Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs.   

Collaboration : Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds a rapport with members. 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.  

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 limitation 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 the aquatic environment. 

QUALIFICATIONS : 

1. Minimum 18 years old. 
2. Current CPR, First Aid and AED certification issued by a nationally recognized sanctioning organization such as American Red Cross, American Heart Association or ASHI. Certifications must be current and maintained at all times. 
3. Knowledge of YMCA programs and facility features. 
4. Proficient with web-based database systems and word processing software. 
5. Ability to work with and interact with a diverse group of people. 
6. Ability to communicate verbally and in writing. 
7. All required online training must be completed within 30 days of hire. 
8. Criminal record clearance. 

PHYSICAL DEMANDS  

1. Ability to stand and sit for extended periods of time. 
2. Ability to lift up to 25 lbs. 
3. Ability to work outdoors in various temperatures 
4. Ability to lift, push, pull or carry objects 

EFFECT ON END RESULTS  

Successful performance of this job will enhance a warm and welcoming atmosphere at the initial point of contact for members, participants and guests so that they realize the greatest possible benefit from their association with the YMCA.