Member Service FD - NW

YMCA OF MUNCIE JOB DESCRIPTION

Job Title: Member Service Staff/Welcome
Staff

FLSA Status: Part time, non-exempt

Revision Date: 06/23/2020

Reports to: Coordinator of Membership Services

Primary Function/Department: Membership Experience

Leadership Level: Leader

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. The Membership Service Staff
at the YMCA of Muncie maintains a
supportive, positive atmosphere that welcomes and respects all individuals. The person in this position should possess a friendly and welcoming
personality as they will be responsible for providing the first line of
customer service to members and guests by controlling facility access,
membership enrollment, and program registration.

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:

1. Provides excellent service to members,
guests, and program participants in the Y, contributing to member retention. Be
courteous and use individual names when speaking to members.

2. Maintains cleanliness and organization of
the environment included but not limited duties outlined in cleaning lists
provided. Ensure all opening and closing cleaning responsibilities are complete
each day.

3. Develops and maintains positive
relationships with volunteers and members and helps members connect with one
another and the Y.

4. Serves others by intentionally
welcoming, connecting, and supporting members, and inviting them to get
involved and give back to the community.

5. Handles and resolves concerns and
informs supervisor of unusual situations or unresolved issues.

6. Applies all YMCA policies dealing with
member services.

7. Engages
members and guests by utilizing the YMCA principles of “Welcome, Connect,
Support, and Invite.”

8. Ensures
collection of membership and program fees.

9. Informs
appropriate staff of any risk management issues.

10. Leads prospective members
through the membership enrollment process, makes reservations, and processes
registrations for classes, program, and courts as needed.

11. Responsible for access control in the YMCA facilities.

12. Performs other duties as assigned by supervisor or management staff.

13. Supports Annual Campaign and other fund raising activities.

14. Upholds guidelines as outlines in the Employee Handbook of the
Association.

15. Attends designated trainings and staff meetings.

LEADERSHIP COMPETENCY MODEL: OUR DISCIPLINES & COMPETENCIES

ADVANCING OUR MISSION AND CAUSE provides
visionary leadership to the organization and to ensure that all resources are
mobilized to adapt to new challenges and needs in the community

Change
Leadership: Facilitates, co-creates, and
implements equitable change for the good of the organization and/or community

Engaging
Community: Builds bridges
with others in the community to ensure the Y’s work is community-focused and
welcoming of all, providing community benefit

Philanthropy: Secures resources and support to advance the Y’s
work

Volunteerism: Engages volunteers and promotes social
responsibility at all levels of the organization

BUILDING
RELATIONSHIPS connect
people to the Y’s cause by developing inclusive relationships, partnerships and
collaborations so that Ys can co-create solutions to pressing social needs

Collaboration: Creates sustainable relationships within the Y and
with other organizations in service to the community

Communication
& Influence: Listens and
expresses self effectively and in a way that engages, inspires, and builds
commitment to the Y’s cause

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

LEADING
OPERATIONS ensure relevance,
effectiveness, and sustainability of the organization so

that we can continue to fulfill our
promise to the community

Critical
Thinking & Decision Making: Makes informed
decisions based on logic, data, and sound judgment

Fiscal
Management: Manages the Y’s
resources responsibly and sustains the Y’s nonprofit business model

Functional
Expertise: Executes superior
technical skills for the role

Innovation: Creates and implements new and relevant approaches
and activities that improve and expand the Y’s work and impact in the community

Program/Project
Management: Ensures program or project goals
are met and intended impact occurs

DEVELOPING
& INSPIRING PEOPLE support
the holistic development of self and others so that everyone can

embrace the Y’s cause, sustain the Y’s
culture, and inspire others to take individual and collective action to further
our impact

Developing
Self & Others: Develops self and
supports others (e.g., staff, volunteers, members, program participants), both
formally and informally, to achieve their highest potential

Emotional
Maturity: Demonstrates ability to
understand and manage emotions effectively in all situations

QUALIFICATIONS:

• Previous

customer service, sales or related experience.

• CPR/AED and

First Aid Certifications required within 30 days of hire.

• Child Abuse

Prevention Training prior to first shift.

• Excellent

interpersonal and problem-solving skills.

• Ability

to relate effectively to diverse groups of people from all social and economic

segments of the community

• Basic

knowledge of computers.

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, stand, and reach, and must be able to
move around the work environment.

• The

employee must occasionally lift and/or move up to 50 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.