GENERAL FUNCTION:Under the direction of the Membership/Senior Program Director, the Membership Service Associate will provide leadership through excellent customer service by having a clear knowledge of YMCA programs and services. This position has a direct bearing on overall retention and customer satisfaction.

MINIMUM ENTRY REQUIREMENTS

Education/Experience Requirements:

1. Minimum age of 20
2. Minimum of one year experience in customer service and cash handling
3. Must have high school diploma or equivalent
4. Must have completed all COE for this position

Physical/Mental Requirements:

1. Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit, stand, walk, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks
2. Must demonstrate an attention to detail and ability to count and do basic math associated with a cash drawer
3. Must communicate effectively, both orally and in writing
4. Must possess mental alertness, problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing, chaotic environment
5. Must be able to show initiative in the absence of supervision
6. Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
7. Must present a neat and professional appearance at all times

Job Requirements:

1. Commitment to the YMCA mission, vision and values
2. Must attend New Employee Orientation within 30 days of hire
3. Complete CPR/AED, First Aid, O2, Listen First Workshop, and Membership Training in accordance to Conditions of Employment
4. Understand and abide-by all policies and procedures as set forth by the association
5. Work a schedule that reflects the needs of the branch; including evenings and weekends

JOB RESPONSIBILITIES

1. Providing excellent service by having a great knowledge of YMCA programs, services and systems.
2. Effectively communicating the mission, vision and values of the YMCA.
3. Responsible for following directions, being flexible and exhibiting friendly demeanor while working with people of all ages and backgrounds.
4. Maintaining a safe and clean facility at all times.
5. Providing excellent customer service through the following:
   1. Exceeding the expectations of the members through fast and knowledgeable service
   2. Greeting and becoming familiar with program participants and members by name
   3. Handling all questions and concerns in a courteous, professional manner
   4. Gathering feedback from members and share with supervisor to help improve service
   5. Having a comprehensive knowledge of programs and facilities
   6. Being prepared at all times to greet and help members
6. Responsible for making membership retention a priority by;
   1. Selling the YMCA’s value, not just its facilities.
   2. Enforcing policies and procedures of the association to ensure a safe and professional environment
7. Responsible for being observant and mindful of the impact the YMCA has on its members and the community.
8. Having a comprehensive knowledge of the following YMCA systems:
   1. Financial procedures: money handling, registrations and sales to ensure accuracy
   2. Opening and closing procedures: perform as needed
   3. Emergency procedures: being certified and prepared to implement in case of an emergency
9. Constantly striving to improve the current services provided by:
   1. Attending mandatory staff meetings and city wide customer service, sales and program trainings.
   2. Providing feedback and suggestions to improve services and/or systems.
10. Performing custodial duties as needed without being prompted.
11. Supporting Strong Community Campaign efforts.
12. Refraining from make negative comments on social networking sites.
13. All other duties as assigned.

EFFECT ON END RESULT:Ensuring a positive, safe and enjoyable environment for all YMCA’s members and staff; taking ownership of members needs and concerns, supporting overall value of association, and being part of a well-managed team that is engaged in building and fostering positive relationships.