What are the responsibilities and job description for the Member Services II position at YMCA of the East Valley?

Job Description

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area. Also responsible for leading Level I staff and working independently to complete the work of the Member Services Department.

Essential Functions :

Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
Conduct interviews and / or tours responsive to the needs of prospective members; sells memberships.
Builds relationships with members; helps members connect with one another and the YMCA.
Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
Applies all YMCA policies dealing with member services.
May hand out locker keys and towels; may monitor the locker rooms as required.
Responsible for knowing, implementing, and enforcing all emergency, safety, and security procedures
Involvement in the recruitment of volunteers for annual YMCA sustaining campaign
Responsible for leading project tasks as assigned by supervisors
Follows the YMCA personnel policies, practices, salary administration plan, emergency procedures and risk management procedures.
Performs other duties as assigned.

YMCA Competencies (Leader) :

Mission Advancement : Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration : Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness : Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth : Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications :

Minimum of Associates Degree in a Business Concentration or minimum one-year of experience in a Customer Service related position is required.

Certifications required within 30 days of hire : CPR / AED, and First Aid.

Excellent interpersonal and problem solving skills.

Strong oral / written communications skills. Must be capable of communicating and interacting effectively with a multitude of personality types.

Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Demonstrate excellent attendance and be able to adhere to a set schedule

A strong computer skill, (experienced with Microsoft Word, Excel, & Outlook) is required. Capacity for learning new information at a fast pace and adapting to environmental changes.

Strong mathematical skills are required, (addition, subtraction, multiplication, division, fractions, decimals, percentages, etc.

Positive, compassionate, and professional attitude while working with staff and members to expand understanding of YMCA policies and procedures.Ability to handle a fast paced, multi-tasking environment.

Must be able to handle changing priorities, frequent interruptions and plan re-formulations. The ability to handle multiple tasks, work rapidly, plan, vary work pace, remain attentive to details, concentrate amid distractions and work cooperatively and respectfully with others is also required.

Bi-lingual is a plus.

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

The employee must occasionally lift and / or move up to 10 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.

Hours :

M / T / Th / F : 1pm to 9 : 30pm

Sunday : 9 : 45 am - 6 : 15 pm

Background Check :

All offers of employment are contingent upon the meeting the minimum Association-requirement(s) established for : employment references, personal references, Fingerprinting (a search of the candidate’s criminal background history), and physical examinations where required.

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Member Services II

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