Description

Job Title: Member Services Representative

Status: P/T, hours vary Department: Member Services

Reports to: Member Services Director

Leadership Level: Leader Revision Date: 12/17/2019

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

ESSENTIAL FUNCTIONS:

1. Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
2. Conducts interviews and/or cause-driven tours responsive to the needs of prospective members; handles membership applications.
3. Builds relationships with members; helps members connect with one another and the YMCA.
4. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
5. Applies all YMCA policies, guidelines and protocols dealing with member services.
6. Handles registrations for Y programs and takes payments.
7. Attends mandatory trainings and meetings.
8. Performs other duties as assigned.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. 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. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

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 limitations 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 technology.

Qualifications

QUALIFICATIONS:

1. Certifications required within 30 days of hire: American Red Cross CPR/AED and First Aid; the following trainings provided by the Y: Medicare Fraud, Waste and Abuse; Appropriate Touch; Child Sexual Abuse Prevention; Hazard Communication for Employees; Managing Your Risk of Exposure to Bloodbourne Pathogens; Preventing Member and Guest Slips, Trips, and Falls; Risk Management 101; Safe Lifting; and Social Media & Digital Communications.
2. Excellent interpersonal and problem solving skills.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
4. Previous customer service, sales, or related experience.
5. Basic knowledge of computers.
6. Ability to consistently work scheduled shifts and attend staff meetings.
7. Ability to work in a high paced environment, handling multiple tasks concurrently.

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 50 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.

DRESS CODE:

• Black pants or knee length shorts
• Polo staff shirt
• Gray Y jacket (if needed)
• Name tag
• Closed toe shoes or sandals (no flip flops)