Member Relations Staff

Description

If you enjoy interacting with people, we want to hear more about YOU!

The New Canaan YMCA is looking for enthusiastic, energetic and engaging candidates to join our team. We are looking for a customer service-ready person for our community YMCA Front desk.

This is a great opportunity for a friendly person who likes to meet and greet a variety of individuals in a low key environment, where we encourage our core values of caring, honesty, respect and responsibility.  Candidates should have excellent communication skills and comfort using computer data base programs.

We are specifcially looking for people to work regular Saturday shifts (9am - 3pm) as well as people who are available on weekday afternoons for rotating shifts. 

GENERAL FUNCTION

• Under the direction of the Associate Director of Membership Services, Membership Relations Staff is responsible for the maintenance of a member service program that focuses on superior member service, positive member relationships, and the provision of a safe, smooth-running facility. 
• Work with the Director of Membership Engagement and Communication to support member recruitment, retention, and communication efforts.

PRINCIPLE ACTIVITIES

MEMBER SERVICES DESK:

• Understand details of memberships, programs, events, and the overall facility and be able to effectively communicate this information to our members in a timely way.
• Have a complete familiarity with resources provided to help direct member communication, for example staff directories, class schedules, sign up books, facility board, FD calendar, etc.
• Perform the “Top Ten” DAXKO computer functions and be able to complete a single transaction within a reasonable time—10 minutes.
• Channel questions to the appropriate person or department if interpretation, exceptions or additional information is required (or deemed necessary by a Director).
• Keep informed of all program and facility updates, changes, cancellations, and special directives by regularly checking staff communications at the beginning of the shift.

MEMBERSHIP CHECK-IN:

• Maintain alertness, know the details of membership, and appropriately direct all visitors.
• Demonstrate proficiency with the VAC system, including the creation of Y-AWAY Guests.
• Answer the phones on the first ring, if possible, following YMCA guidelines.
• Report any misuse of the YMCA by members and/or non-members.
• Channel communications to the appropriate person in a timely, accurate manner.
• Be able to answer questions about the YMCA.
•             Facilities – what and where
•             Memberships – what they cover and cost
•             Programs – what, where and when - 
•             Policies related to membership, scholarships, financial aid, special payments, refunds, day passes, etc.
•             Make appropriate and accurate referrals to a professional staff member.

OPERATIONS:

• Keep Supervisor informed of issues and problems that surface within the facility and try to resolve them as best as possible.
• Help maintain an internal membership communications program re:  facility openings, closings, events and other miscellaneous facility changes and updates.
• Advise Supervisor of any irregularities that have occurred.
• Circulate building during a shift on an “as needed” basis.
• Be a back up to open and close the building and assume walkie talkie duties, when needed.
• Keep the front desk neat, clean, and organized at all times.
• Be responsible for money and receipts as it pertains to safe responsibilities.
• As time permits, help out with administrative tasks and functions requested by other staff members and/or Directors.

Qualifications

KNOW-HOW

• As the "number one salesperson" and public relations representative of the New Canaan YMCA, Membership Relations Staff must maintain a positive, friendly, cheerful attitude and neat appearance at all times.

• Membership Relations Staff should be comfortable with the computer, work well with people, be a team player, and enjoy working in a vital “first contact” position.
• Have a working knowledge of Trinexum membership and program data system.

Salary : $17