Membership Services Representative

POSITION TITLE: Membership Services Representative

REPORTS TO: Membership Services Director

STATUS: Part-Time, Non-Exempt

PAY RANGE: $18.00-$19.00/hour

POSITION SUMMARY:

This position provides superior service to all YMCA members, program participants, guests and the general public. The Member Services Representative will be the daily point of contact for all and responsible for determining needs and offering solutions to meet those needs. They are responsible for engaging with and assisting current and prospective members, providing quality tours, selling memberships effectively and onboarding new members to optimize their success.

ESSENTIAL FUNCTIONS:

• Greets all members, guests, program participants and general public in a friendly, professional manner as they enter and leave the facility.
• Initiates, develops and maintains relationships with new and current members, which includes addressing them by name.
• Maintains security standards by monitoring member and guest check-in credentials to ensure their info is up-to-date in system. Verifies all program participants are listed on current program roster, and visitors have an ID and photo added to system.
• Answers and properly routes telephone calls and inquiries and, if necessary, takes and communicates detailed messages.
• Conducts tours that are specific to new and prospective member’s interests and needs, while demonstrating facility and program knowledge.
• Completes and inputs membership paperwork information accurately into system, while taking the time to properly onboard new members.
• Registers members and non-members for programs and events; enters information correctly into the database and handles financial transactions.
• Understands thorough opening, closing and emergency procedures, and executes as necessary.
• Uses appropriate problem-solving when dealing with issues, suggestions or concerns.
• Ensures that facility standards are met, including cleanliness, safety, security and code of conduct rules are being followed. Takes necessary steps to correct when needed to support Wellness Services staff.
• Reviews organizational calendars and is aware of all programs going on in the building.
• Responsible for receiving and responding to communication via YMCA email and Sling scheduling app.
• Completes other duties as assigned (i.e. cleans and picks up areas as needed, helps with facility maintenance, etc.).

HOURS:

• Evenings & Weekends

YMCA CORE VALUES

Caring: Demonstrates a sincere concern for others, for their needs and well-being. Shows compassion, forgiveness, generosity and kindness.

Honesty: Tells the truth; demonstrates reliability and trustworthiness through actions that are in keeping with stated positions and beliefs. A person of integrity and fairness.

Respect: Treats others as they would like to be treated. Values the worth of every individual, including themselves. Shows acceptance, empathy, self-respect and tolerance.

Responsibility: Does what is right. Accountable for choices of behavior, actions and promises. Shows commitment, courage, good health, service, professionalism and citizenship.

YMCA COMPETENCIES:

Mission Advancement: Models the Y’s values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration: Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience.

Operational Effectiveness: Assists in the development of plans and manages best practices through engagement of teams. Holds themselves accountable for high-quality results using a formal process to measure progress.

Personal Growth: Shares new insights. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. 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. Continually strives for improvement and the pursuit of personal/professional development.

QUALIFICATIONS:

• Must be 18 years old or older.
• A minimum of 1 years of experience in customer service preferred.
• Excellent computer skills and experience with standard business software.
• Must possess high level of professionalism with exceptional communications and conflict resolution skills.
• Must be detail-oriented, with the ability to prioritize and manage multiple tasks.
• Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
• Ability to relate effectively to diverse groups of people from all social and economic segments.
• Must be able to work a varied schedule that may include evenings, nights and weekends.
• Obtain CPR, AED and First Aid trainings within first 90 days of employment.
• Wears YMCA assigned shirt, athletic pants or walking shorts, nametag, and closed toe shoes.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

1. 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.

2. 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.

3. Must be able to stand for long periods of time.

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

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

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

Pay: $18.00 - $19.00 per hour

Work Location: In person

Benefits:

Salary : $18 - $19