Member Service Representative

Reports To: Member Service Manager

Supervisory Responsibility: No

Position Summary:

This position supports the work of the Y, a leading nonprofit committed to strengthening the community through youth development, healthy living, and social responsibility. The Member Service Representative at the Downtown South Bend location maintains superior member and guest service by delivering timely responses with integrity, simplicity, and a passion for excellence while meeting or exceeding our members’ expectations. The Member Service Representative is responsible for providing information and promoting our memberships and programs as well as maintaining the cleanliness and organization of the lobby area.

Qualifications:

1. Ability to multitask, problem-solve, and remain consistent on policy and procedures.

2. Experience with computers and the ability to learn a wide variety of program information, software, and mobile applications.

3. Must be able to develop interpersonal relations with members and guests by being professional, reliable, credible, responsive, and friendly.

4. Ability to be a flexible team player and work independently with a positive, personable, servant-oriented attitude.

5. Confidence in handling multiple customers and providing exceptional service making each member and guest welcomed, valued, and appreciated.

6. Ability to stay on task and be always alert ensuring security and safety throughout the building.

7. Must be certified in CPR/AED/First Aid within 30 days of hire

Experience:

Experience in customer service, sales, or related experience.

Specific Responsibilities:

1. Provide friendly, courteous, and prompt service to members and guests.

2. Build relationships with members exhibiting professionalism and a positive attitude to create a family atmosphere.

3. Deliver superior telephone service by ensuring calls are routed correctly and timely, answering inquiries effectively.

4. Provide accurate information to members and guests using knowledge, understanding, and consistency of organizational change to the YMCA of Greater Michiana.

5. Multitask and work under pressure by maintaining an organized workspace, using problem-solving skills, and notifying management of outstanding problems.

6. Earn the trust of members and guests by remaining calm and collected, as well as using complaints as valuable feedback.

7. Correctly collect and enter all information received for membership and programs, and review work daily.

8. Committed to contributing to the mission, culture, and values of the YMCA.

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 accommodation may be made to enable individuals with disabilities to perform essential functions.

1. While performing the duties of this job, the employee is regularly required to use a computer for extended periods and be able to communicate using a computer and phone/smart device.

2. The employee is frequently required to sit and reach and must be able to move around the work environment, such as walking throughout the building for tours.

3. The employee must occasionally lift and/or move up to 25 pounds.

4. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

5. The noise level in the work environment is usually moderate.

Job Type: Part-time

Pay: $10.33 - $17.55 per hour

Expected hours: 10 – 30 per week

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• South Bend, IN 46601: Relocate before starting work (Required)

Work Location: In person