Member Services Representative

Member Services Representative

YMCA of Frederick County - Frederick, MD 21701

Salary Range $17.37 - $17.37 Hourly Level Entry Position Type Part Time

POSITION SUMMARY:

Under the direction of the Associate Membership Director and in accordance with Association policies, the Member Services Representative is responsible for member satisfaction and retention through impeccable member service and practices that promote member engagement. The Member Services Representative will possess extensive knowledge in membership and program options as well as specific center information. The Member Services Representative will respond to members in person and on the phone by providing accurate information and by collecting and processing cash transactions and member records. The Member Services Representative will be responsible for regulating traffic in the centers as well as upholding and effectively communicating facility policies and procedures.

BENEFITS:

Benefits offered to Part Time employees (12-25 hours per week):

• Free Membership (Individual)
• Discount on Y programs
• MD Sick leave for individuals older than 18 years of age

ESSENTIAL FUNCTIONS:

• Ensure that daily care of members is first priority
• Greet all members and guests who come into the facility and ensure proper check in procedures are followed.
• Process membership and programs by proactively engaging in conversation on the benefits of YMCA memberships and programs.
• Understand the process of selling memberships and programs as well as assist customers in online sales and/or the app.
• Accurately process new memberships and program registrations as well as accurately maintain member information.
• Follows all procedures for proper cash handling and record keeping in the Daxko database.
• Provide facility tours.
• Effectively communicate with all departments the needs of the customer. All emails and interactions are done so in a positive and friendly manner using the YMCA email account.
• Address conflicts per department policy, in-person and on the phone, for effective resolutions and follow ups.
• Meet and exceed membership satisfaction and retention goals
• Practice strong fiscal stewardship for execution of membership and financial policies and procedures of the association
• Respond to emergency situations by adhering to the safety policies and procedures set for the association
• Consistently demonstrates excellent customer service by being friendly and greeting all who walk through the door. Making sure you are knowledgeable and helpful with all information provided.
• Follow-up with all member inquiries including phone, voicemail and email concerns in a timely and professional manner.
• Accountable for the understanding of policies and procedures of the Association.
• Accountable for monthly shift assignments and flexibility of schedule including nights, weekends and holidays
• Monitor branch facility calendar to keep informed on happenings in the facility during shifts.
• Attend all staff meetings, staying current on all operating procedures as directed.
• Assist with ensuring rooms are presentable per provided layout before any outside rentals and at the end of each day.
• Follow all policies and procedures in regards to working with YESS CX.
• Other duties may be assigned

QUALIFICATIONS/REQUIREMENTS:

• Must be at least 18 years of age
• High school diploma (or equivalent) and customer service experience preferred.
• The ability to work well and effectively communicate with a diverse population in a wide variety of situations
• Confidentiality and excellent organizational skills
• Ability to work weekend schedule

YMCA of Frederick County