Members Service Associate

Description

POSITION SUMMARY:
Delivers excellent service to all members, guests and program participants while upholding and complying with policies and procedures. Responds to member and guests needs, promotes membership and programs, maintains cleanliness and organization of work area and lobby.

Employee Name:____________________________
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.
CUSTOMER SERVICE EXPECTATIONS:
Display a friendly, helpful and positive character
Provide customer service that is thorough, timely, organized and accurate
Help ensure the Y is meeting member and participant needs by utilizing good listening skills, attentiveness, objectivity and patience in all situations
Place members and participants as the first and highest priority showing kindness and compassion at all times
Demonstrates the Y core values of caring, honesty, respect and responsibility through all daily activities and responsibilities
ESSENTIAL FUNCTIONS:
Overarching Goal: Through their planning, actions and daily work creates and fosters a welcoming environment for all persons of all backgrounds and abilities and has a positive, nurturing relationships with staff and members, while building cooperative relationships with parents/caregivers and program partners. Promotes and supports the potential of all in programs and facilitates peer-to-peer connections as part of the overall YMCA experience.

1. Provides excellent service to members, guests and program participants in the Y and on the phone, contributing to member retention
2. Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships and programs
3. Builds relationships with members; helps members connect with one another and the YMCA
4. Communicates well with others and is a leader with coworkers.
5. Maintain and enforce safety procedures and policy and responds to any and all emergencies
6. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues
7. Applies all YMCA policies and procedures dealing with member services
8. Stays current on all policies, procedures and programs, checking communication log each shift for changes or updates.
9. Be prepared to flex tasks and roles within the department as scheduled. These tasks will require the employee to balance tasks assigned with member service and response within the prescribed priorities outlined. These tasks may include but are not limited to:
a. Maintain a clean, organized and stocked work space
b. Handle cash balance and receipt all money transactions at the desk
c. Open/close Y facility as scheduled
d. Schedule court reservations and fitness orientations
e. Accept locker requests
f. Issues and tracks equipment/keys
g. Properly process or review/accept/submit for approval any financial assistance requests
h. Assist in clerical duties such as filing, data entry and form management.
i. Preparing and maintain member coffee service and supplies
j. Watering plants and communicating about landscaping concerns.
10. Other duties as assigned

CAUSE-DRIVEN LEADERSHIP DESIGNATION: LEADER
Description: An individual contributor who directly serves members.
Disciplines: a broad grouping of competencies focused on a critical area that defines a cause-driven leaders ability to advance the work of the Y.
Competency: Clusters of observable skills and behaviors needed to be successful within an organization or role.

Qualifications

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. At least 2 years of related customer service experience.
2. Minimum age requirement is 16 years.
3. Excellent telephone, writing/communication skills.
4. Ability to learn quickly.
5. Excellent interpersonal and problem-solving skills
6. Must be data centered, detail oriented, and be able to multi-task.
7. Knowledgeable about office processes and procedures.
8. Comfortable with data entry, computer functions, and phone follow ups.
9. Ability to work with integrity, discretion and a professional approach.
10. Prefer knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
11. Ability to complete all required trainings within 60 days of employment, including but not limited to CPR, first aid, Living Our Cause, DCFS Mandated Report, IL Gateway Registry Modules and to maintain these certifications as current as outlined by regulations or requirements.

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, includes long periods of sitting and/or standing, keyboard entry, use of office equipment, use of computer monitor.
Ability to speak concisely and effectively communicate. 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.
Visual and auditory ability to respond to critical situations ability to act swiftly in an emergency. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking and climbing.
The noise level in the work environment is usually moderate.

Salary : $14