Member Service Staff

POSITION SUMMARY

The Member Services Staff is responsible for welcoming members and guests into the facility, for answering and transferring calls, and for positive communication of policy and program information to members and visitors at the desk.  In addition, every position in the YMCA of Greensboro is responsible for carrying out our promise to strengthen the foundations of community with focus on Youth Development, Healthy Living and Social Responsibility while upholding our values of caring, honesty, respect and responsibility.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Provides excellent service to all members, guests and program participants in the Y and on the phone, contributing to member retention.
2. Conducts interviews and/or tours responsive to the needs of prospective members. Sells memberships and processes program registration for members and non-members and handles associated payments in accordance with Y policy and procedure.  
3. Builds relationships with members and help members connect with one another and the Y, including registering participants for programs.
4. Is accountable for all payments received, balancing end of shift every day.
5. Applies all YMCA policies dealing with member services including verifying memberships of all guests entering the facility and issuing sports equipment as needed.
6. Handles and resolves membership or program concerns and informs supervisor of unusual situations or unresolved issues.
7. Monitors locker rooms as required and secure building at the close of business as necessary. 

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities. 

PRIMARY LEADERSHIP COMPETENCIES REQUIRED:

• Inclusion – Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion and global work, as well as cultural competence.
• Communication & Influence – Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause.
• Critical Thinking and Decision Making – Makes informed decisions based on logic, data and sound judgment.
• Emotional Maturity – Demonstrates ability to understand and manage emotions effectively in all situations. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

1. High school diploma or GED preferred, one to three months related experience and/or training or the equivalent combination of education and experience.
2. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.  Ability to effectively present information and respond to questions from members and guests both in person and on the phone. Ability to calculate figures and amounts such as discounts and percentages.  Ability to apply common sense understanding to carry out instructions furnished in written or oral form.  
3. Ability to count money and return change as appropriate. Ability to engage with members and relate effectively to diverse groups of people from all social and economic segments of the community. Ability to work comfortably with technology including computers and multi-line phones. Ability to stay calm in high stress situations and listen to member concerns in order to de-escalate conflict effectively.  
4. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.  
5. Specific vision abilities required by this job include close vision and ability to adjust focus.
6. The noise level in the work environment is usually moderate.
7. CPR/AED, Blood borne Pathogen and First Aid Certifications required after hire. 

Salary : $15