What are the responsibilities and job description for the Full-Time Member Service Representative position at Hockomock Young Men's Christian Association, Inc?
The Bernon Family Branch of the Hockomock Area YMCA is looking for a Full-Time Member Service Desk Representative who is passionate about creating a welcoming, engaging, and positive experience for every member, guest, and program participant. This position delivers exceptional customer service while supporting member engagement, program registration, account assistance, and day-to-day operations at the Member Service Desk. Under the direction of the Membership Director, this position helps drive a culture of service excellence.
Essential Functions
- Supports the Membership Director in member retention by delivering high-quality service and resolving member needs professionally
- Greets all individuals entering the facility and verifies access
- Handles phone inquiries and provides accurate program and membership information
- Processes membership and program transactions efficiently
- Maintains membership systems and ensures account accuracy
- Leads prospective member tours and supports sales efforts when needed
- Provides coaching, training, and onboarding for part-time desk staff
- Maintains communication with program directors to ensure accurate frontline information
- Collaborates with Membership Director through regular check-ins
- Maintains knowledge of procedures and training materials
- Follows emergency and safety procedures
- Maintains cleanliness and organization of desk and lobby
- Completes daily cash handling accurately
- Follows opening and closing procedures
- Participates in meetings and YMCA initiatives
- Ownership and excellence of all designated operational tasks