Position Information

Job Title:
Member Services Representative
Location:
Caroline Family YMCA
Job Type:
Part Time
Work Dates/Times:
Shifts Available During Facility Hours
Mon-Fri: 5am-9pm
Sat: 7am-7pm
Sun: 12-5pm
Job Application Deadline:
9/30/2017
Contact:
stwyner@family-ymca.org

YMCA Competencies of a Leader

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. 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.

Job Description:

Promote a positive, professional and welcoming atmosphere by providing excellent customer service and exemplifying our YMCA values. Enthusiastically greet members and guests as they come into the YMCA. Provide friendly and efficient service while conducting membership interviews, facility tours, and identifying appropriate entry points into programs provided by our YMCA.

Essential Functions/Responsibilities:

 Greets and assists all members, potential members and staff in a courteous, professional and friendly manner. Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities. Enrich their experience by introducing them to new programs staff, members and volunteer activities.
 Answer the telephone, provide requested information, direct calls and take accurate messages.
 Provide facility tours and membership interviews as needed, explaining our mission, volunteer opportunities, the support campaign and our Open Doors program. Ask potential members to join and make follow-up contact with those who do not join immediately.
 Ensure all new members are contacted within 1 week, 60 days, and 6 months to ensure they are staying connected and getting involved with their membership.
 Assist existing and prospective members regarding their individual membership needs. Always respond to these needs in a timely manner. Contact appropriate personnel when necessary. Refer to your supervisor or the Membership Director with any unresolved complaints.
 Use appropriate forms to communicate and ensure they are filled out accurately and entirely with appropriate dates and signatures.
 Handle all monetary transactions including, but not limited to, membership sales, program registration, merchandise sales, and child care transactions.
 Maintain a clean and organized work space at all times. Ensure there are ample supplies available for any shifts following the conclusions of yours.
 Use our company’s software system accurately and proficiently. Front line staff must be able to correctly input information and sales consistently.
 Execute all front desk policies, procedures, and tasks including but not limited to, issuing ID cards, guest passes, registrations, etc.
 Attend all mandatory staff meetings and trainings.
 Report all incidents, accidents, and discrepancies on any matter to your immediate supervisor.
 Control access to the facility, check-in members entering the building by scanning membership card and obtaining proper photo ID of guest. Ensure all those using the facility have active memberships or guest passes. Any exceptions must be made by the Director.
 Provide administrative support to Membership Director.
 Must continually communicate with all departments and possess basic knowledge of each department and their programs. You must also be knowledgeable and supportive of our Annual Support Campaign.
 Exhibits core values of caring, honesty, respect, and responsibility in all aspects of their work with the YMCA.

Preferred Qualifications:

 High school diploma or equivalent preferred
 Must demonstrate skills in customer service, communication, and public relations on a consistent basis
 At least 1 year of previous customer service skills preferred
 Must be able to handle delicate situations with maturity and calmness
 Ability to learn and implement the YMCAs software program

Physical Demands:

 Demonstrate professionalism in both attitude and appearance
 Must be able to lift at least 30 lbs.


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