Member Service Representative

POSITION SUMMARY:

The Member Engagement Representative is a part-time position (up to 30 hours per week) at the Foundation YMCA in Wilson, NC. This role is responsible for providing outstanding service and assistance to YMCA members, potential members, and program participants through engagement, relationship building, and support. Under the direction of the Senior Director of Member Experience, the representative serves as a visible ambassador of the YMCA’s mission and core values, contributing to a welcoming and supportive environment.

ESSENTIAL FUNCTIONS

• Greet and assist all members, potential members, program participants and staff in a courteous, professional and friendly manner.

• Interview prospective members; explain rates, policies, procedures, benefits and features to membership.

• Maintain current member relationships and provide support and motivation to ensure success and retention.

• Have a comprehensive knowledge of all programs and events.

• Be sensitive to member needs and maintain a customer-friendly demeanor at all times.

• Provide prospective members with a tour of the facility that encompasses the full member experience.

• Register members and non-members for various programs offered throughout the year.

• Answer the telephone, provide requested information, direct calls and take accurate messages.

• Manage money and complete the end of the shift close-outs.

• Clean, maintain and sanitize frequently the Front Desk area and the Main Fitness Area.

• Arrive to work on time, work all scheduled shifts, and gain approval for a qualified substitute if needed.

• Complete continuing education assignments, trainings and attend meetings as instructed.

• Works well independently and coordinate work efforts with other staff.

• Contribute to a team-based environment.

• Follows all safety procedures related to job duties.

• Follows YMCA policies and procedures, including those related to medical and disciplinary situations, child abuse prevention, and emergencies.

• Other duties as assigned.

QUALIFICATIONS

• At least 18 years of age.

• Excellent customer service skills: welcoming, genuine, helpful, nurturing, friendly.

• Computer and data entry skills.

• Ability to perform a variety of tasks simultaneously and maneuver through the facility quickly.

• Excellent interpersonal and problem-solving skills.

• Professional attitude and appearance.

• Ability to relate effectively to diverse groups of people.

• CPR and AED certification; must be able to perform all CPR and First Aid skills.

• Must be available for weekend hours.

PHYSICAL REQUIREMENTS

• Ability to stand for 6 hours.

• Ability to lift up to 50 lbs.

• Ability to walk, stand or sit for long periods of time.

• Ability to bend, kneel, push, and pull.

• Ability to speak and write concisely and effectively communicate needs.

• Ability to view computer monitor and enter data for long periods of time.