Substitute Member Service Representative

POSITION SUMMARY:

The Member Service Representative is responsible for carrying out services and functions related to member needs and satisfaction, accurately processing transactions and monitoring member/guest access to the Y.

The Member Service Representative has a major impact on the overall effectiveness with which the Riverbrook Regional YMCA accomplishes its goals and objectives in the community through:

• Presenting a positive and welcoming attitude to everyone who comes to the Y for services, thereby creating good public relations and fostering the Ys role as a true community center.
• Providing clear and thorough information on the Ys programs and services, thereby assisting the staff in effective program delivery to members.
• Processing information and transactions efficiently and accurately so that members have a positive experience when enrolling for Y programs.
• Offering assistance whenever possible to address members needs, solve problems or transmit important information to the appropriate staff person, thereby making the Y better operationally.

ESSENTIAL FUNCTIONS:

• Greet members/visitors as they enter building by being visible, either standing or sitting up behind the main desk or the courtesy desk
• Greet members with a smile and by name (try to remember names)
• Check membership cards at the courtesy desk for all members entering the Y. If a member is unhappy, they have to show their card please emphasize we do it for safety and security reasons (especially for the children)
• Cooperate with and assist co-workers.
• Depending on shift, open/close building and/or cash out the money drawer
• Learn the proper use of the phone system and direct calls to the appropriate staff.
• Answer the phone promptly and politely saying Thank you for calling the Riverbrook Regional YMCA, this is ______, how may I help you?
  Wear presentable attire along with your staff shirt and nametag each day, which will be provided for you (No Jeans, hats, bare midriffs, or cleavage)
• Become familiar with the information contained in the program brochure, class index and revisions at front desk.
• Ensure youth are properly signed in and signed out, ensure only authorized adults are allowed in the facility, etc.
• Accurately use the Y computer systems, Daxko and Managed Access, consistent with Business Office procedures
• Conduct building tours, give out tour packets and complete tour cards.
  If you didnt sell a membership with a tour, please follow up w/ a phone call.
• Report incidents or accidents immediately on the appropriate form.
• Report maintenance issue verbally or in writing to Director of Buildings and Grounds or supervisor.
• Have basic knowledge of security/alarm systems.
• Ensure that your shift is covered in event of absence.
• Attend all Member Service Staff Meetings
• Keep the front desk area clean and in up-to-date and presentable order. Nothing should be on the counter. Make sure the cabinets behind the front desk are closed.
• Other duties as required i.e., assist with mailings, make sure the front desk is stocked with supplies and ready for the next shift, sort mail, make copies of schedules, keep tour packets up to date, etc.
• Be familiar with all the material in the Front Desk Handbook
• Water & beverages are allowed at workstation.
• All types of food NOT allowed at workstation; if hungry, please eat on your break time away from your workstation. (15-minute break if working 4 hours and 30-minute meal break if working more than 6 hours)
• No reading of non-work-related materials at your workstation including personal business.
• No use of the Internet or computer games on any of the computers.
• If it is slow, please use the time to clean up all areas including the coffee bar or get to know the members by engaging in conversation with them. If there is more than one person working, one of you should walk around checking on the various areas of the Y.
• No one should be behind the front desk except Member Service Reps. No Lifeguards or friends. If you are early and want to work, ask the person whose shift you will replace if they want to leave early.
• No Personal calls or CELL phones at your workstation.
• Adheres to policies and procedures related to boundaries with youth, managing high-risk activities and supervising youth.
• Completes all required organizational trainings annually.
• Reports suspicious or inappropriate behaviors and policy violations.
• Follows mandated abuse reporting requirements.
• This organization takes every allegation of abuse or misconduct seriously and will fully cooperate with the authorities to investigate all case of alleged abuse or misconduct. Employees and Volunteers shall cooperate with any external investigation by outside authorities or internal investigation conducted by the organization or persons given investigative authority by the organization.
• An employee or volunteers failure to cooperate with an investigation will result in disciplinary action up to and including termination of employment or dismissal from the organization.
• This organization has zero tolerance for abuse and will not tolerate the mistreatment or abuse of consumers in its programs. Any mistreatment or abuse by an employee or volunteer will result in disciplinary action, up to and including termination of employment or volunteer service and cooperation with law enforcement.
• Job responsibilities include access to protected health information. The employee may access protected health information (PHI) only to the extent that it is necessary for job requirements. May only share PHI with those who have a need to know specific member/participant/employee information in order to complete job responsibilities related to the individuals participation, payment or company operations. Is expected to complete required HIPAA privacy training and maintain HIPAA compliance at all times.

Actively participates in and upholds the YMCAs mission to be open and accessible to everyone, regardless of financial situation or special need. Contributes time to raise funds for this worthy and necessary endeavor by supporting the Ys Annual Giving and Capital Development campaigns.

QUALIFICATIONS:

• At least 16 years of age
• Positive attitude and friendly personality to understand
  member needs come first.
• Handle money accurately and honestly.
• Computer literate and willing to accept training on Daxko.
• Tactful and diplomatic to deal with controversy.
• Multi-task oriented
• Support the Ys philosophy and mission in the community.