What are the responsibilities and job description for the Membership Services Representative - Casco Bay position at YMCA of Southern Maine?
Overview:
Under the supervision of the Membership Director the Membership Services Representative will build relationships with members and provide helpful, friendly and professional customer service. They will be responsible to ensure that the membership department conveys the mission, purpose, image and core values of the YMCA of Southern Maine at Casco Bay.
Responsibilities:
- Greets all members and guests and provides excellent customer service both on the phone and in person by providing accurate and complete information and problem solving to the benefit of the members.
- Demonstrates clear knowledge and understanding of YMCA of Southern Maine membership policies and procedures by accurately conveying and implementing with members.
- Provides timely and efficient service in providing locks, and towel service.
- Learns prospective member’s needs and interests through appropriate questioning and listening techniques and tailors an appropriate tour of the YMCA facility and programs to highlight how the Y can meet these needs and interests.
- Incorporates YMCA mission and core values into tours as well as implements in daily interactions with members.
- Is knowledgeable on all programs and membership events.
- Registers members into programs including completion of all paperwork, receipt of monies and data input into software system.
- Manages the production of and monitors use of membership cards and photos.
- Manages all monetary transactions accurately including: accepting payments, issuing receipts, providing change and reconciling cash drawer at completion of shift
- Processes all membership transactions effectively and accurately (including new and renewing, upgrades, downgrades, holds and cancellations.
- Processes all Open Doors applications with respect, confidentiality and timeliness.
- Collects member comments and distributes those comments appropriately.
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Demonstrates strong problem solving skills and takes ownership of resolving
member needs/complaints in a timely manner. - Maintains up to date literature and flyers in displays for members, makes copies as needed, and maintains prospective and new member folders.
- Provide administrative support to the membership office as needed.
- Demonstrates a pro-active approach to completing ongoing membership tasks during “down time” at the membership desk.
- Adheres to all Y Brand guidelines and receives prior approval for use and creation of any Y related social media from the Marketing department.
- Is an advocate to the Y by promoting our cause. Assists with the annual campaign by increasing awareness about the campaign within the Y community.
- Learn and actively utilize UKG Employee Portal on a consistent basis.
- Other duties as required.
- Exercises good judgment around areas of responsibility.
- Excellent customer service and verbal communication skills.
- High School Diploma or GED.
- Ability to use Microsoft Office Suite and learn software applications quickly.
- Ability to work with frequent distractions and interruptions.
- Attention to detail.
- A clean record as determined through criminal background check and fingerprinting through the Office of Children and Family Services (OCFS).
Physical Demands:
- Strength: Must have the ability to frequently move, lift, pull and push objects such as, boxes, supplies, postage machine, and computers up to 25 lbs.
- Manual Dexterity: Must have the ability to operate equipment listed below and frequently perform simple manipulative tasks including typing, writing and filing.
- Coordination: Must be able to continuously perform tasks requiring hand-eye coordination such as filing, opening/date stamping/posting of mail and stocking supplies.
- Mobility: Required to frequently sit for prolonged periods. Must be able to occasionally walk, stand, stoop, squat, kneel, twist, bend to floor, reach with hands/arms, climb stairs and remain in uncomfortable positions at times for prolonged periods. Must have the ability to respond rapidly and effectively to emergency situations and maintain emotional composure necessary to effectively communicate with emergency dispatch services.
- Speech: Must be able to continuously articulate and communicate clearly and precisely when interacting with staff, professionals, vendors and clients.
- Emotional Stability: Must be able to continuously deal effectively with stress created by busy phones, multiple tasks, noises, interruptions and multiple priorities and work cooperatively as part of the administrative team while maintaining a pleasant, professional demeanor.
Sensory Demands:
- Vision: Must be able to continuously read small print and adjust focus.
- Hearing: Must be able to continuously hear normal sounds and voice patterns, receive verbal instructions, answer a phone and communicate with others with some background noise.
Cognitive Demands:
- Concentration: Must be able to continuously concentrate on moderate details with frequent interruption.
- Attention Span: Must be able to frequently attend to tasks for up to 45 minutes at a time.
- Conceptualization: Must be able to frequently understand and relate to ideas, generally several at a time, and interpret a variety of instructions furnished in written oral form.
- Memory: Must be able to frequently remember verbal and written tasks.
- Free Individual Membership
- Program discounts
- Retirement after eligibility is met
- Employee Assistance Program
- State Paid Leave
- Annual AYP Membership Dues
- FSA options
The YMCA is committed to building strong kids, individuals, families and communities through programs and services that promote a healthy spirit, mind, and body for all.
Posted Salary Range: USD $16.75 - USD $17.25 /Hr.Salary : $17 - $17