Member Services Representative (Downtown Location)

Description

DEADLINE TO APPLY:  April 30, 2025                            

POSITION SUMMARY:

Under the direction of the Associate Membership Director and in accordance with Association policies, the Member Services Representative is responsible for member satisfaction and retention through impeccable member service and practices that promote member engagement. The Member Services Representative will possess extensive knowledge in membership and program options as well as specific center information.  The Member Services Representative will respond to members in person and on the phone by providing accurate information and by collecting and processing cash transactions and member records. The Member Services Representative will be responsible for regulating traffic in the centers as well as upholding and effectively communicating facility policies and procedures.

BENEFITS:

Benefits offered to Part Time employees (12-25 hours per week):

• Free Membership (Individual)
• Discount on Y programs
• MD Sick leave for individuals older than 18 years of age

KNOWLEDGE AND SKILLS:

• Must exercise good judgment in decision making.
• Must be accurate in cash handling and demonstrate strong organizational skills.  Must be able to demonstrate good verbal and written communications skills and effective conflict resolutions skills.
• Friendly disposition, knowledge and demonstration of excellent customer service practices.
• Model values of honesty, integrity and demonstrate the ability to be flexible and work well with a diverse population of members.
• Able to manage multiple priorities.
• Able to work alone or as part of a team.
• Manage stress appropriately.
• Ability to speak Spanish is a plus. 
• Ability to read and comprehend simple instructions, written correspondence; present  information in a written or oral format, read and interpret documents such as policies and  procedures, speak effectively in front of people.
• Ability to add, subtract, multiply and divide using whole numbers, fraction or decimals.
• Ability to maintain an accurate cash drawer.
• Ability to apply common sense understanding to complete tasks as assigned in written or oral  format; deal with problems involving several variables in standardized situations; solve problems  and deal with a variety of variables where limited standardization exists; and the ability to remedy customer concerns at the point of contact.
• Must possess advanced keyboarding and data entry skills. 

ESSENTIAL FUNCTIONS:

• Ensure that daily care of members is first priority
• Greet all members and guests who come into the facility and ensure proper check in procedures are followed.
• Process membership and programs by proactively engaging in conversation on the benefits of YMCA memberships and programs.  
• Understand the process of selling memberships and programs as well as assist customers in online sales and/or the app.
• Accurately process new memberships and program registrations as well as accurately maintain member information.
• Follows all procedures for proper cash handling and record keeping in the Daxko database.
• Provide facility tours.
• Effectively communicate with all departments the needs of the customer.  All emails and interactions are done so in a positive and friendly manner using the YMCA email account.
• Address conflicts per department policy, in-person and on the phone, for effective resolutions and follow ups.
• Meet and exceed membership satisfaction and retention goals
• Practice strong fiscal stewardship for execution of membership and financial policies and  procedures of the association
• Respond to emergency situations by adhering to the safety policies and procedures set for  the association
• Consistently demonstrates excellent customer service by being friendly and greeting all who walk through the door.  Making sure you are knowledgeable and helpful with all information provided.   
• Follow-up with all member inquiries including phone, voicemail and email concerns in a timely and professional manner.
• Accountable for the understanding of policies and procedures of the Association.
• Accountable for monthly shift assignments and flexibility of schedule including nights,  weekends and holidays
• Monitor branch facility calendar to keep informed on happenings in the facility during shifts.
• Attend all staff meetings, staying current on all operating procedures as directed.
• Assist with ensuring rooms are presentable per provided layout before any outside rentals and at the end of each day.
• Follow all policies and procedures in regards to working with YESS CX.
• Other duties may be assigned

Qualifications

QUALIFICATIONS/REQUIREMENTS:

• Must be at least 18 years of age
• High school diploma (or equivalent) and customer service experience preferred
• The ability to work well and effectively communicate with a diverse population in a wide variety of situations is required.
• Confidentiality and excellent organizational skills are strongly emphasized
• Ability to work weekend schedule

YMCA CERTIFICATES/TRAININGS:
                                                                                                          

• Maintain current CPR, AED and First Aid certifications
• Maintain updated YMCA Code of Conduct training annually
• Maintain Cause and Culture e-learning through yexchange.org annually

Salary : $17