What are the responsibilities and job description for the Member Services Specialist - posted 12/17/2024 position at YMCA of Greater Kalamazoo?
Benefits
As a YMCA staff member, you are eligible for the following benefits:
FREE FULL SERVICE FAMILY MEMBERSHIP
Medical, dental, vision, and life insurance
12% retirement fund
Ability to open a tax-deferred retirement account
Reduced fees on YMCA programs
All benefits are subject to eligibility requirements as outlined in the Staff Handbook and are subject to change at any time.
YMCA OF GREATER KALAMAZOO
JOB DESCRIPTION
Job Title: Member Services Specialist - FT Revision Date: July 2024
FLSA Status: Non-Exempt/Full-time (35-40 hours) Evenings and Weekends
Reports to: Association Member Services Director Required
POSITION SUMMARY:
The YMCA of Greater Kalamazoo is seeking an individual who is passionate to serve our
members consistent with our Core Values of Integrity, Health, Collaboration and Diversity.
Under the guidance of the Association Member Services Director, this position is responsible
for member retention, membership sales, and service at the Welcome Centers of the YMCA
facilities (Maple and Portage).
These responsibilities will be accomplished in accordance with the YMCA Mission, Core
Values and the general operational policies and procedures of the YMCA of Greater
Kalamazoo. This position works independently under general direction and is expected to
determine how to accomplish tasks efficiently. As this position serves as a mentor to
member services staff and assists in departmental tasks, early morning, evening, and
weekend shift work is expected.
Success in this position will be measured, in part, by 1) quarterly operational goals (Rocks),
2) member satisfaction ratings and monthly member retention and sales statistics, 3)
knowledgeable in YMCA operations, programs and services, and 4) functional responsibilities
being satisfactorily met.
ESSENTIAL FUNCTIONS:
The listed functions are representative of the attributes necessary for successful
performance of the position. Substitution of comparable training or abilities, as well as
reasonable accommodations for persons with disabilities, will be taken into consideration.
1. Provides excellent service to members, program participants, and staff through in
person interactions, phone calls, and email communications.
2. Processes daily membership transactions including tours, member database
revisions, program enrollment, and financial transactions.
3. Oversees the processing of all member/program participant transactions including
but not limited to; collections, inventory, locker rental, discontinuations, financial
assistance, adjustments, data management, and auditing.
4. Supports the security of the building by ensuring all who enter are checked in
appropriately and enforcing the RSO screening process for all.
5. Effectively responds to concerns, suggestions, and complaints from
members/program participates and reports issues to the appropriate department
and/or supervisor. The goal is ensuring a positive experience in accordance with all
applicable YMCA policies.
6. Assists in the training and mentoring of member services staff.
1
7. Contributes to the development, revision, and maintenance of membership core
processes.
8. Develops awareness and an atmosphere of support for the YMCA and its programs
within the community.
9. Builds relationships; helps members connect with the YMCA community and
highlights the value and importance of Y membership.
10. Demonstrates and communicates the YMCA Mission, Core Values, purpose, goals,
policies and standards to staff, volunteers, members, guests, and program
participants.
11. Staffs desk in accordance with staff schedule as directed by member needs and the
budget. Fills additional shifts as needed.
12. Performs other duties as assigned by the Association Member Services Director.
YMCA LEADERSHIP COMPETENCIES:
Mission and Community Oriented: Accept and demonstrate YMCA values. Work effectively
with people of different backgrounds, abilities, opinions and perceptions. Demonstrate a
desire to serve others and fulfill community needs. Recruit volunteers and build effective,
supportive working relationships with them.
People Oriented: Seek first to understand the other person’s point of view and remain calm
in challenging situations. Build rapport and relate well to others. Listen for understanding
and meaning; speak and write effectively. Take initiative to assist in developing others.
Result Oriented: Strive to meet or exceed goals and deliver a high-value experience for
members. Embrace new approaches and discovers ideas to create a better member
experience. Make sound judgments, and transfers learning from one situation to another.
Establish goals, clarifies tasks, plans work and actively participates in meetings. Support
fundraising. Follow budgeting policies and procedures and report all financial irregularities
immediately.
Personal Development Oriented: Accurately assess personal feelings, strengths and
imitations and how they impact relationships. Pursue self-development that enhances job
performance. Demonstrate an openness to change and seeks opportunities in the change
process.
QUALIFICATIONS:
Education/Training/Certifications:
1. CPR and First Aid certification within 90 days of employment
2. New Staff Orientation, Child Abuse Prevention & Child Abuse Prevention and
Reporting Awareness upon hire.
Technical Knowledge/Skills:
1. Excellent communication, interpersonal, and problem-solving skills.
2. Proficiency in Microsoft Office suite word processing, spreadsheets, and other basic
computer functions. Experience in membership management and resource
scheduling software preferred.
3. Ability to connect with people of diverse backgrounds
4. Spanish or other commonly spoken language desired
2
Proficiencies and Professionalism:
1. Organize, prioritize and manage tasks with limited supervision
2. Cooperatively balance department and organizational goals
3. Be an effective team member
4. Perform in leadership capacity
5. Exercise professional judgment
6. Make good, sound decisions and take decisive action when called to do so
7. Consistently and positively interact with customers and coworkers
8. Demonstrate willingness to learn, accept responsibility, take initiative and be flexible
9. Maintain confidentiality
10. Represent the YMCA in a professional manner through a positive attitude and support
of YMCA programs, mission, core values and goals
11. Exhibit the core values of Integrity, Health, Collaboration and Diversity
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
1. Must be able to lift and carry supplies weighing up to 20 pounds.
2. Ability to stand or sit while maintaining alertness for several hours at a time.
3. Ability to speak concisely and effectively communicate.
4. Visual and auditory ability to respond to critical situations and physical ability to act
swiftly in an emergency
5. Ability to view/enter data on a computer monitor for long periods of time.
6. Ability to observe/evaluate facility and groups of customers/staff by sight and sound.
3
As a YMCA staff member, you are eligible for the following benefits:
FREE FULL SERVICE FAMILY MEMBERSHIP
Medical, dental, vision, and life insurance
12% retirement fund
Ability to open a tax-deferred retirement account
Reduced fees on YMCA programs
All benefits are subject to eligibility requirements as outlined in the Staff Handbook and are subject to change at any time.
YMCA OF GREATER KALAMAZOO
JOB DESCRIPTION
Job Title: Member Services Specialist - FT Revision Date: July 2024
FLSA Status: Non-Exempt/Full-time (35-40 hours) Evenings and Weekends
Reports to: Association Member Services Director Required
POSITION SUMMARY:
The YMCA of Greater Kalamazoo is seeking an individual who is passionate to serve our
members consistent with our Core Values of Integrity, Health, Collaboration and Diversity.
Under the guidance of the Association Member Services Director, this position is responsible
for member retention, membership sales, and service at the Welcome Centers of the YMCA
facilities (Maple and Portage).
These responsibilities will be accomplished in accordance with the YMCA Mission, Core
Values and the general operational policies and procedures of the YMCA of Greater
Kalamazoo. This position works independently under general direction and is expected to
determine how to accomplish tasks efficiently. As this position serves as a mentor to
member services staff and assists in departmental tasks, early morning, evening, and
weekend shift work is expected.
Success in this position will be measured, in part, by 1) quarterly operational goals (Rocks),
2) member satisfaction ratings and monthly member retention and sales statistics, 3)
knowledgeable in YMCA operations, programs and services, and 4) functional responsibilities
being satisfactorily met.
ESSENTIAL FUNCTIONS:
The listed functions are representative of the attributes necessary for successful
performance of the position. Substitution of comparable training or abilities, as well as
reasonable accommodations for persons with disabilities, will be taken into consideration.
1. Provides excellent service to members, program participants, and staff through in
person interactions, phone calls, and email communications.
2. Processes daily membership transactions including tours, member database
revisions, program enrollment, and financial transactions.
3. Oversees the processing of all member/program participant transactions including
but not limited to; collections, inventory, locker rental, discontinuations, financial
assistance, adjustments, data management, and auditing.
4. Supports the security of the building by ensuring all who enter are checked in
appropriately and enforcing the RSO screening process for all.
5. Effectively responds to concerns, suggestions, and complaints from
members/program participates and reports issues to the appropriate department
and/or supervisor. The goal is ensuring a positive experience in accordance with all
applicable YMCA policies.
6. Assists in the training and mentoring of member services staff.
1
7. Contributes to the development, revision, and maintenance of membership core
processes.
8. Develops awareness and an atmosphere of support for the YMCA and its programs
within the community.
9. Builds relationships; helps members connect with the YMCA community and
highlights the value and importance of Y membership.
10. Demonstrates and communicates the YMCA Mission, Core Values, purpose, goals,
policies and standards to staff, volunteers, members, guests, and program
participants.
11. Staffs desk in accordance with staff schedule as directed by member needs and the
budget. Fills additional shifts as needed.
12. Performs other duties as assigned by the Association Member Services Director.
YMCA LEADERSHIP COMPETENCIES:
Mission and Community Oriented: Accept and demonstrate YMCA values. Work effectively
with people of different backgrounds, abilities, opinions and perceptions. Demonstrate a
desire to serve others and fulfill community needs. Recruit volunteers and build effective,
supportive working relationships with them.
People Oriented: Seek first to understand the other person’s point of view and remain calm
in challenging situations. Build rapport and relate well to others. Listen for understanding
and meaning; speak and write effectively. Take initiative to assist in developing others.
Result Oriented: Strive to meet or exceed goals and deliver a high-value experience for
members. Embrace new approaches and discovers ideas to create a better member
experience. Make sound judgments, and transfers learning from one situation to another.
Establish goals, clarifies tasks, plans work and actively participates in meetings. Support
fundraising. Follow budgeting policies and procedures and report all financial irregularities
immediately.
Personal Development Oriented: Accurately assess personal feelings, strengths and
imitations and how they impact relationships. Pursue self-development that enhances job
performance. Demonstrate an openness to change and seeks opportunities in the change
process.
QUALIFICATIONS:
Education/Training/Certifications:
1. CPR and First Aid certification within 90 days of employment
2. New Staff Orientation, Child Abuse Prevention & Child Abuse Prevention and
Reporting Awareness upon hire.
Technical Knowledge/Skills:
1. Excellent communication, interpersonal, and problem-solving skills.
2. Proficiency in Microsoft Office suite word processing, spreadsheets, and other basic
computer functions. Experience in membership management and resource
scheduling software preferred.
3. Ability to connect with people of diverse backgrounds
4. Spanish or other commonly spoken language desired
2
Proficiencies and Professionalism:
1. Organize, prioritize and manage tasks with limited supervision
2. Cooperatively balance department and organizational goals
3. Be an effective team member
4. Perform in leadership capacity
5. Exercise professional judgment
6. Make good, sound decisions and take decisive action when called to do so
7. Consistently and positively interact with customers and coworkers
8. Demonstrate willingness to learn, accept responsibility, take initiative and be flexible
9. Maintain confidentiality
10. Represent the YMCA in a professional manner through a positive attitude and support
of YMCA programs, mission, core values and goals
11. Exhibit the core values of Integrity, Health, Collaboration and Diversity
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
1. Must be able to lift and carry supplies weighing up to 20 pounds.
2. Ability to stand or sit while maintaining alertness for several hours at a time.
3. Ability to speak concisely and effectively communicate.
4. Visual and auditory ability to respond to critical situations and physical ability to act
swiftly in an emergency
5. Ability to view/enter data on a computer monitor for long periods of time.
6. Ability to observe/evaluate facility and groups of customers/staff by sight and sound.
3
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