Member Services Representative

Job Title: Member Services Representative

Status: P/T, hours vary

Reports to: Member Services Director

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

OUR CULTURE:
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Conducts interviews and/or cause-driven tours responsive to the needs of prospective members; handles membership applications.
• Builds relationships with members; helps members connect with one another and the YMCA.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Applies all YMCA policies, guidelines and protocols dealing with member services.
• Handles registrations for Y programs and takes payments.
• Attends mandatory trainings and meetings.
• Performs other duties as assigned.

YMCA COMPETENCIES (Leader):

Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause

Inclusion: Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence

Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community

Developing Self & Others: Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential

QUALIFICATIONS:

• Certifications required within 30 days of hire: American Red Cross CPR/AED and First Aid; the following trainings provided by the Y: Medicare Fraud, Waste, and Abuse; Appropriate Touch; Child Sexual Abuse Prevention; Hazard Communication for Employees; Managing Your Risk of Exposure to Bloodbourne Pathogens; Preventing Member and Guest Slips, Trips, and Falls; Risk Management 101; Safe Lifting; and Social Media & Digital Communications.
• Excellent interpersonal and problem-solving skills.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Previous customer service, sales, or related experience.
• Basic knowledge of computers.
• Ability to consistently work scheduled shifts and attend staff meetings.
• Ability to work in a high paced environment, handling multiple tasks concurrently.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• 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.
• 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.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

DRESS CODE:

• Black pants or knee length shorts
• Polo staff shirt
• Gray Y jacket (if needed)
• Name tag
• Closed toe shoes or sandals (no flip flops)