Member Services Associate

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.  Under the guidance and supervision of the Membership Director and Coordinator, the Members Service Associate is responsible for promoting a positive, professional and welcoming atmosphere by providing excellent member service and exemplifying our Y values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

All Member Service Associates are expected to fulfill the following functions:

• Perform and provide excellent customer service skills by exceeding expectations. Consistently greet every person who enters the Y (by name, if known) and recognize all members and guests when they leave. 
• Register for membership and/or programs by inputting data in the computer, collecting the proper payment and verifying the accuracy of information on Y forms. 
• Be knowledgeable about all Y programs and sell them effectively. This includes being familiar with all current program 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. 
• Assist in controlling secure access to the facility. 
• 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 members have a positive experience. Responding to member's needs may require contacting appropriate personnel when necessary. 
• Effectively negotiate and resolve customer/member service problems. Use appropriate forms to communicate concerns or praise. Inform supervisor of unusual situations or unresolved issues.
• Keep all other shifts and staff updated on any information and communication necessary to do their jobs efficiently and effectively. 
• Provide member/potential member facility tours as needed, sharing the Y mission, in an accurate and courteous manner. 
• Assist in maintaining a safe, sanitary & clean lobby area.

In addition to the essential duties and responsibilities, the Member Service Associates will:

• Pursue/participate in ongoing Member Service training
• Participate in the annual campaign by giving, campaigning or both
• Attend Member Service staff meetings         

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to perform all physical demands of the position including walking, standing, bending, reaching and lifting
• Must be able to move freely and quickly throughout the Y facility.
• Communicate effectively with people; and use a computer.

QUALIFICATIONS

1. At least 18 years of age.
2. Alarm/Emergency Procedures training within 90 days of hire and annually thereafter.
3. CPR, First Aid and Child Abuse Prevention training within 90 days of hire and biannually thereafter.
4. New Employee Orientation within 90 days of hire.
5. Previous customer service, sales or related experience.
6. Basic knowledge of computers.
7. Excellent interpersonal and problem solving skills.
8. Have cash handling skills and the ability to reconcile shift transactions.

BENEFITS AVAILABLE

• Membership: FREE Individual Membership; Discounts on other membership tiers
• Programs: First Camp Session FREE, 50% off additional sessions
• Training: FREE on the job training to include CPR, First Aid and many more opportunities.
• Employee Assistance Program: Services include face to face counseling, financial coaching, legal counseling and virtual counseling.

OUR CULTURE

• Welcoming: The YMCA is open to all people and creates spaces where people can belong. 
• Genuine: The YMCA values people for who they are and encourages them to be true to themselves and others. 
• Hopeful: The YMCA believes in people's ability to inspire a brighter tomorrow. 
• Nurturing: The YMCA is with people on their journey to develop their full potential. 
• Determined: The YMCA works relentlessly to strengthen communities. 
• Respect: The YMCA sees all people as equal in worth and value. 
• Responsibility: The YMCA is accountable for actions and impact. 
• Caring: The YMCA is guided by caring, honesty, respect, and responsibility. 
• Diversity, equity, and inclusion: The YMCA strives to ensure that everyone has the opportunity to reach their full potential. 

Join us today!