Member Success Representative

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. Under the direction of the Sr. Director of Membership Experience, the Member Success Representative will provide a variety of administrative and customer service support while ensuring the success of all YMCA members and guests. All this will be accomplished in a manner consistent with the YMCA’s Christian mission, guiding philosophies, and four core values.

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:

• Serve as primary support position for YMCA staff, members, and the community. Answer phone calls, respond to emails, and communicate changes effectively across all established channels.
• Provide exceptional customer support by modeling the YMCA character values of caring, honesty, respect, and responsibility.
• Provide detailed verification of system entries by staff and member registrants. Resolve all issues, duplicates, and avoid missed payments. Communicate regular issues to develop staff training materials.
• Send reminders to program staff to assist with program setup. Provide support including correcting missing and incomplete information.
• Create and manage assigned programs, seasons, sessions, and divisions in the Core system. Troubleshoot issues and correct details during registration periods.
• Process program enrollments in a timely manner. Communicate options and provide support.
• Manage billing for assigned clients including payment reminders, renewal notices, and termination for non-payment.
• Process and evaluate third-party and subsidy payments monthly for assigned clients. Proactively contact members to provide support for their insurance or subsidy changes.
• Create supplementary materials and perform administrative tasks for assigned clients.
• Create and manage email lists for assigned areas, send email updates as requested.
• Work weekly/monthly Welcome Center shifts at all Harrisburg Area YMCA locations on a pre-determined schedule. Occasional evening or weekend work may be assigned.
• Provide support for the financial assistance program, including review, award, and communication with recipients. Maintain confidentiality, keeping personal documents stored securely.
• Research problems and answer questions for branches and members in regard to accounts.
• Seek personal and professional growth through participation in training events, certifications, and job-related courses. Attend a minimum of one all-staff meeting per year.
• Participate in the Annual Campaign as both a campaigner and contributor.
• Provide support to all Membership Personnel as needed.
• Perform all other duties assigned by the Sr. Director of Membership Experience.

QUALIFICATIONS:

A minimum of two years of successful customer service or business office work experience is required. Experience in office administration, keying, data entry, and working knowledge of ReClique Core, Microsoft Office, Hubspot, MyEmma, and Adobe Acrobat are desired. Highly desired candidates will be able to read, write, comprehend, and communicate in Spanish. A successful candidate will have the ability to work with people through excellent written and oral communication skills, problem-solving, and conflict resolution skills. Must possess computer skills necessary to efficiently and accurately enter and track data. Must support and represent the overall association’s goals and philosophies.

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 10 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.

WORK SCHEDULE:

This position is Full-Time Non Exempt with a Monday-Friday office schedule. Evening and Weekend work will occasionally be required. This position will report to the Association Office located at 805 North Front Street.

COMMITMENT TO CHILD SAFETY:

As a youth-serving organization, all staff share the responsibility to keep children safe, and this position requires that the incumbent read and sign the separate “Youth Protection Policy for Personnel and Volunteers” statement and abide by it.

Employees and volunteers who do not directly supervise consumers will:

• Adhere to policies related to boundaries with consumers.
• Attend required abuse risk management training.
• Report suspicious and inappropriate behaviors and policy violations.
• Follow mandated abuse reporting requirements.
• Adhere to job specific abuse risk management responsibilities.
• Front Desk personnel—ensure consumers are properly signed in and signed out; ensure only authorized adults are allowed in the facility, etc.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $18 - $20