MEMBER SERVICES REP

Description

POSITION SUMMARY:

Deliver excellent customer service to all members, guests, and program participants.  Proactively respond to member and guest needs, promote memberships and programs, and maintain cleanliness and organization of the work area.

ESSENTIAL FUNCTIONS include the following, other duties may be assigned:

• Provide excellent, timely and courteous customer service to members, guests, and program participants in order to contribute to member retention.
• Maintain knowledge of current membership and program policies, procedures and fee structures.
• Enroll new members, process membership renewals and register program participants.  Ensure the accuracy and completion of all required forms.
• Handle and resolve membership concerns.  Inform supervisor of unusual situations or unresolved issues.
• Efficiently and accurately enter membership and program registrations into the point of sale system.
• Accurately reconcile daily cash drawer with receipt system reports.
• Maintain a clean, supplied and organized member service desk.
• Distribute mail.
• Present a professional appearance to all employees, members and guests.
• Provide administrative support to staff as needed.

Child Protection Responsibilities:

• Adheres to policies related to boundaries with youth.
• Participates in required abuse risk management training.
• Reports suspicious and inappropriate behaviors.
• Follows mandated abuse reporting requirements.
• Adheres to job specific abuse risk management responsibilities.

Qualifications

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

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.

QUALIFICATIONS:

• High school diploma and/or at least two years of related experience 
• Previous demonstrated experience working with children and diverse populations.
• Knowledge of word processing, spreadsheet and database programs.
• CPR, First Aid, AED and O2 certifications must be obtained within 90 days
• Must keep certifications current throughout employment.

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 frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 40 pounds.  Specific vision abilities required by this job include close vision, and distance vision. The noise level in the work environment is usually moderate.