What are the responsibilities and job description for the Membership Representative position at YMCA OF THE WABASH VALLE Y?
Job Title: Membership Representative FLSA Status: P/T Nonexempt
Reports to: Membership Director Tentative Hire Date: January 2025
Organization: Putnam County YMCA
POSITION SUMMARY
The Membership Representative plays a vital role in promoting a welcoming and supportive environment at the Putnam County YMCA. This individual will provide excellent customer service, assist members and visitors with their needs, and ensure smooth membership processes, while contributing to the growth and retention of the YMCA membership base. The representative will be the first point of contact for members, managing front desk operations and performing administrative duties to uphold the YMCA’s core values.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
- Customer Interaction & Service:
- Greet and assist members, visitors, and program participants in person and over the phone, providing excellent customer service.
- Address member concerns, resolve issues, and follow up when necessary, escalating matters to the Membership Director or Branch Director when appropriate.
- Utilize software to manage member accounts, including adding new members, setting up accounts, and updating information.
- Membership Processes & Administration:
- Conduct tours and explain membership options to prospective members.
- Process memberships, program registrations, and day passes, including Adult and Youth Day Passes.
- Ensure member information, including ID verification and accurate data entry, is up to date in the system.
- Manage previous balances and assist members with payment plans, referring unresolved issues to the appropriate staff.
- Financial & Clerical Duties:
- Complete financial transactions, such as processing payments, membership fees, vouchers, and childcare payments.
- Perform daily cash drawer count and close-out procedures to maintain accuracy.
- Utilize and maintain the system, following all steps for membership holds, terminations, and financial assistance requests.
- Program Support & Communication:
- Support program sign-ups for childcare, fitness classes, and other YMCA programs using the membership portal.
- Ensure proper communication of YMCA policies and procedures, including dress code, building protocols, and emergency procedures.
- Keep updated through internal communication channels to stay informed of front desk updates and instructions.
- Facility Management:
- Assist with facility rentals by providing forms, managing the calendar for availability, and coordinating with leadership for approvals.
- Maintain a clean and organized front desk area and manage supplies as needed.
- Safety & Emergency Response:
- Act as a first point of contact in case of emergencies and assist with building evacuations or emergency procedures as required.
- Support building staff during emergency situations and communicate effectively with the YMCA team.
YMCA COMOPETENCIES (Team Leader):
Mission Advancement: Models and teaches the YMCA values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors’ communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change, models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. 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:
- Strong communication, interpersonal, and customer service skills.
- Competence in handling financial transactions.
- Experience in a customer service, hospitality, or related field preferred.
- Ability to manage diverse groups and understand individual needs.
- CPR and First Aid Certification within 60 days of employment.
- Proficiency with YMCA software systems (e.g., Daxko) is a plus.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
- Must be able to stand, walk, and move around for extended periods.
- Ability to lift and carry up to 10 pounds occasionally.
- Ability to use a computer and phone for extended periods.
- The work environment typically includes moderate noise levels.
