Member Services Representative

Description
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 Member Services Representative maintains a supportive, positive atmosphere that welcomes and respects all individuals. The Member Services Representative responds to member and guest needs and promotes and sells memberships and programs, participates in administrative support functions while working in a face paced environment.
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:

• Responds to the individual needs of the other person.
• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Answer all telephone calls within 3 rings in a professional manner and in accordance with branch procedures.
• Maintains cleanliness and organization of the lobby area.
• Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships.
• Develops and maintains positive relationships with volunteers and members and helps members connect with one another and the Y.
• Retain membership confidentiality in financial and personal matters handling every situation in a professional manner.
• Reconcile end of shift money received through the sale of membership, merchandise, and program registrations.
• Provide administrative support such as typing, data entry, photocopying, filing and faxing.
• Serves others by intentionally welcoming, connecting, and supporting members, and inviting them to get involved and give back to the community.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Arrive on time and prepared for scheduled shift. Obtain substitute coverage when unable to work scheduled shift.
• Applies all YMCA policies dealing with member services.

LEADERSHIP COMPETENCIES:

• Communication & Influence
• Engaging Community

QUALIFICATIONS:

• Previous customer service, sales or related experience.
• CPR/AED and First Aid Certifications required within 60 days of hire.
• 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 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.