The Member Service Assistant at the Rose E. Schneider Family YMCA is responsible for delivering excellent service to all members, guests and program participants while supporting the Member Service Manager. The incumbent intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined. This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. 

QUALIFICATIONS:

• High School diploma or equivalent; required.
• At least 1-year previous customer service and/or sales experience; preferred.
• Strong interpersonal skills.
• Excellent written and verbal communication skills a must.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

ESSENTIAL FUNCTIONS:

Member Retention & Engagement

• Build relationships with members, guests, and program participants; contribute to member recruitment. 
• Handle and resolve membership concerns and inform supervisor of unusual situations or unresolved issues. 
• Find creative ways of increasing contact, member satisfaction and retention. 
• Create monthly, bi-annual, and annual activities, incentives, and events to engage and celebrate members.

Team Member Support

• Assist Member Service Manager in monitoring and creating daily work schedule for the Membership department; help to ensure appropriate coverage for all shifts. Cover open shifts when necessary.
• Assist Member Service Manager in training Membership department staff; address concerns and resolve problems. 
• Communicate facility updates, events, changes, and other pertinent information in the CREW app, as directed by the Member Service Manager.

Front Desk Functions

• Develop a mastery for Daxko Operations to ensure the proper training can be provided to all Membership staff. Assist with correcting staff errors by working with the Membership Accounts Specialist.
• Learn all YMCA policies and procedures to create a productive work environment, aiding staff as they have questions and concerns about policies and procedures.
• Work the Membership Desk on a weekly basis to build rapport and respect with Member Service Representatives. Use this time to keep desk skills sharp and top of mind.
• Assist Member Service Manager with Scholarship approval process, ensuring documentation of Scholarship requests are well organized and applicants are communicated with effectively. 
• Attend community events as determined by the Member Service Manager.

Work Environment & Physical Demands:

The physical demands 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. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach, and must be able to move around the work environment. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. The noise level in the work environment is usually moderate.

ALL POSITIONS REQUIRE THE FOLLOWING CLEARANCES FOR EMPLOYMENT PRIOR TO THE DATE OF HIRE. CLEARANCES ARE ACCEPTED WITHIN 2 YEARS OF THE HIRE DATE.

• PA CRIMINAL RECORD CHECK
• PA CHILD ABUSE HISTROY CERTIFICATION
• FBI (DHS) FINGERPRINTING HISTORY CLEARANCE

ALL APPLICANTS MUST HAVE A VALID EMAIL ADDRESS AND VOICEMAIL MUST BE SET UP IN ORDER TO COMPLETE ONBOARDING PROCESSES.