Member Service Desk

POSITION SUMMARY

Delivers excellent service to everyone that enters the Y. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area, break room, and copy room.

ESSENTIAL FUNCTIONS:

1. Provides support to members, guests, program participants, and fellow staff in order to fulfill the mission of the YMCA.

2. Provides excellent service to everyone in the Y both in person and on the phone, exceeding member expectations and contributing to member retention. Is enthusiastic towards members by learning their names and expressing an interest in their YMCA activities. Strives to enrich their YMCA experience by introducing them to new programs, staff, fellow members, and volunteer activities.

3. Checks in and greets members and guests accurately and efficiently. Consistently greets every person who enters the Y (by name, if known) and recognizes everyone when they leave. Ensures non-members do not access the facility without supervisor authorization.

4. Conducts interviews and/or tours responsive to the needs of prospective members; sells memberships.

5. Accurately explains programs and promotes program participation.

6. Contacts members, whose participation has decreased, encouraging involvement and participation.

7. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.

8. Promotes the Family YMCA of Emporia-Greensville as an organization that strengthens the foundations of the community.

9. Monitors the facility as required.

10. Maintains an accurate record of sales receipts, program, and membership transactions in a timely, manner.

11. Maintains a cash drawer and is responsible for the security of cash during their shift. Provides Business Office with balanced daily closeouts of all financial transactions performed on their shift.

12. Follows and enforces YMCA policies and procedures in a respectful, positive manner.

13. Maintains a clean, safe, and organized work environment, realizing the Membership Servies Desk is the first thing people see when they come through the door; takes the initiative to clean up/repair areas.

14. Dress in appropriate attire, staff shirt as an outer layer of clothing, and wear a nametag at all times.

15. Attends all mandatory training and staff meetings and remains current on certifications.

16. Observes all safety and security policies.

17. Ensures membership files are kept orderly and current.

18. Performs any and all assigned and related duties.

19. Builds relationships with members; helps members connect with one another and to the Y; welcomes them to our Y family.

20. Acts as a team member to assist other departments and administrative staff as requested.

21. Engages in active listening with members and program participants in order to build relationships, understand individuals' goals and interests, and take the initiative to ensure the member has a positive experience.

22. Provides accurate information about membership and programs.

23. Helps prospects and members experience the YMCA by introducing them to other staff and members. By creating these interactions, we will demonstrate that the YMCA is a place where we take the time to connect, communicate and engage in respectful and friendly relationships.

24. Knows our mission and core values. Models the core values.

25. Always has a friendly, helpful attitude and wears a smile.

26. Actively listens, reflects, and responds to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.

27. Monitors the front end of the Y to ensure security and safety, as well as monitoring security cameras ensuring the entire building remains safe.

28. Replenishes files as needed at the Member Services Desk.

29. Maintains strict confidentiality regarding staff, members, and potential new members.

30. Must never leave the Membership Services Desk unattended unless previously approved by their supervisor, or in case of an emergency.

YMCA COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y's core values of Honesty, Caring, Respect, Responsibility, and Faith. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relations 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. Reports 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; ability to multi-task.

Benefits:

Free adult Y membership

Immediate availability to participate in 403-B Savings Plan

Fifty (50%) discount on all local Y programs

Automatic participation in Y-USA Retirement Plan, once eligible

CPR / First Aid Certification

Requirements:

QUALIFICATIONS:

• Certifications required within 90 days of hire: CPR/AED, and First Aid.
• Excellent interpersonal 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 including web searches.
• Proficiency in Microsoft Excel and Word.
• Ability to learn and proficiently use company membership software.
• Ability to input data and use company software in a supervised environment.
• Must be at least 18 years of age and possess a high school diploma.
• Must be able to read and speak English fluently.
• Must be able to work during regular hours of operation.
• Must be able to sit for various lengths of time, provide facility tours and perform various job tasks.
• Must be able to lift 25 pounds.
• No piercings (other than ears).
• No visible neck or face tattoos.
• Must possess excellent, auditory and written communication skills appropriate for interacting with both children and adults.
• The ability to establish and maintain harmonious relations with staff, volunteers, Y members, and the general public is essential.
• A willingness to commit to the mission of the YMCA.
• Completion of YMCA program-specific certifications.
• Must have good oral communication skills to greet the public and answer the phone in a polite and courteous manner.
• Must be up-to-date and knowledgeable of Y's happenings.
• Must be able to work in an environment with much activity and noise.
• Writing, reading, and basic math skills are required.
• Must have adequate vision to view the materials and computer screen.
• Must have hearing adequate for answering the phone and understanding public requests.
• Must have legible handwriting so that written materials can be easily understood by those reviewing.
• Must be able to follow directions and follow through with given assignments.
• Must be detail-oriented.
• Must be able to work independently.Bilingual preferred; the ability to understand and make oneself understood by all Spanish-speaking individuals.

Physical Demands:

While performing the duties of the job, the employee is frequently required to stand, walk, sit, use hands to handle and feel objects, tools, and controls; reach with hands and arms; climb or balance, stoop, kneel, crouch or crawl and talk and hear.

EFFECT ON THE END RESULT:

The Membership Services Representative helps members, participants, and guests of the Y feel welcome and increases their sense of belonging to the Y. The overall result should create engaged embers and participants with a strong connection to the Y. Their positive experience will result in members and participants becoming ambassadors for the Y. There will be a positive impact on membership satisfaction, retention, and engagement.

Job Type: Part-time

Pay: $12.00 per hour

Expected hours: 25 per week

Shift:

• Day shift

Ability to Commute:

• Emporia, VA 23847 (Required)

Work Location: In person

Salary : $12