Job: Member Service Representative

Job Title: Member Service Representative                                                       

Status: Part Time (10-25 hours per week)

Shift: Various Shifts Available-Some Afternoon/Evening/Weekend Hours Required

Reports to: Membership & Marketing Director

Compensation: $9.65 per hour and FREE YMCA Membership

 

POSITION SUMMARY:

The Member Service Representative, working as part of the Member Service Team, will deliver professional customer service, relationship building and sales skills to create a welcoming environment. Promote a positive, friendly, professional, and welcoming atmosphere by providing excellent customer service and exemplifying the Y core values: Caring, Responsibility, Honesty, and Respect. Provide information to members and guests regarding the Y, such as memberships, programs, activities, special events, etc.  Assist with the attraction and retention of members; including the collection and processing of monetary transactions and information for members, program participants and guests.

 

JOB DETAILS & ESSENTIAL FUNCTIONS:

  • Strong communication, customer service, listening and problem solving skills.
  • Self starter, able to handle multiple tasks under limited supervision, work well in a team setting, and be detailed oriented.
  • Experience with and knowledge of computers.
  • Possess a positive and professional attitude.
  • Have cash handling skills and the ability to reconcile shift transactions.
  • A willingness to commit to the mission of the Y.
  • Perform and provide excellent customer service by exceeding member expectations. Consistently and enthusiastically greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
  • Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests, and take the initiative to ensure the member has a positive experience.
  • Answer phones, direct calls, and provide accurate information about membership and programs.
  • Be a “Relationship Builder.” Help prospects and members experience the Y by introducing them to other staff and members. By creating these interactions, we will demonstrate that the YMCA is a place where we take the time to connect, communicate and engage in respectful and friendly relationships. Develop new opportunities for members to interact with one another.
  • Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff and members.
  • Always have a friendly, helpful attitude and wear a smile.
  • Actively listen, reflect and respond to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
  • Be knowledgeable about all YMCA programs and sell them effectively. This includes being familiar with all current program guide information, upcoming events and other special activities. If information is not available, be responsible for obtaining the correct information, updating front desk resources and providing information to members.
  • Control access to the facility. Check in members entering the building by scanning membership cards and obtaining proper identification of guests.
  • Register for membership and programs by inputting data in the computer, collecting the proper payment, and verifying the accuracy of information on YMCA documents.
  • Enter all transactions accurately and completely into the computer system. Balance at the end of shifts and report any discrepancies to supervisor.
  • Follow and enforce all YMCA procedures and policies, Customer Service Priorities and carry out emergency action plans as necessary.
  • Maintain a clean and safe YMCA.
  • Be dressed in appropriate attire and wear nametag at all times.
  • Attend and remain current on all mandatory trainings and staff meetings.
  • Assist in YMCA fund raising activities and special events.
  • Represent the Dow Bay Area Family YMCA in a professional manner at all times.
  • Promote and strengthen the Dow Bay Area Family YMCA’s focus areas For Youth Development, For Health Living & For Social Responsibility.
  • Deliver exceptional customer service to all Y members, guests, community partners & donors.

HOW TO APPLY:

Please email a completed employment application or your resume to Rachael England at rengland@ymcabaycity.org.

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