Member Relations Staff

If you enjoy interacting with people, we want to hear more about YOU! The New Canaan YMCA is looking for enthusiastic, energetic and engaging candidates to join our team. We are looking for a customer service-ready person for our community YMCA Front desk. This is a great opportunity for a friendly person who likes to meet and greet a variety of individuals in a low key environment, where we encourage our core values of caring, honesty, respect and responsibility. Candidates should have excellent communication skills and comfort using computer database programs. Currently, we are specifically looking for people to work regular Friday shifts (9am to 2pm), as well as people who are available on for other rotating shifts.

GENERAL FUNCTION

Under the direction of the Director of Membership Services, Membership Relations Staff is responsible for the maintenance of a member service program that focuses on superior member service, positive member relationships, and the provision of a safe, smooth-running facility. Work with the Director of Membership Engagement and Communication to support member recruitment, retention and communication efforts.

KNOW-HOW

As the "number one salesperson" and public relations representative of the New Canaan YMCA, Membership Relations Staff must maintain a positive, friendly, cheerful attitude and neat appearance always. Membership Relations Staff should be comfortable with the computer, work well with people, be a team player, and enjoy working in a vital "first contact" position. Have a working knowledge of membership and program data system.

PRINCIPLE ACTIVITIES MEMBER SERVICES DESK

Understand details of memberships, programs, events, and the overall facility and be able to effectively communicate this information to our members in a timely way. Have a complete familiarity with resources provided to help direct member communication, for example staff directories, class schedules, sign up books, facility board, FD calendar, etc. Perform the "Top Ten" DAXKO computer functions and be able to complete a single transaction within a reasonable time—5 minutes. (Creating a unit in the system Member/

• Non-member, add an inactive/active person onto an existing unit, enroll a non-member in a guest passes, enroll a member in programs, create a roster for a program, take payment for past due balances, perform a close out, direct members/non-members to sign agreements, and add discount groups to members accounts, and add locker to members accounts) Channel questions to the appropriate person or department if interpretation, exceptions, or additional information is required (or deemed necessary by a Director).

Keep informed of all program and facility updates, changes, cancellations, and special directives by regularly checking staff communications at the beginning of the shift.

MEMBERSHIP CHECK-IN

Maintain alertness, know the details of membership, and appropriately direct all visitors. Demonstrate proficiency with the VAC system, including the creation of YAWAY Guests. Answer the phones on the first ring, if possible, following YMCA guidelines. Report any misuse of the YMCA by members and/or non-members. Channel communications to the appropriate person in a timely, accurate manner. Be able to answer questions about the YMCA. Facilities

• what and where. Memberships
• what they cover and cost. Programs
• what, where and when Policies related to membership, scholarships, financial aid, special payments, refunds, day passes, etc.

Make appropriate and accurate referrals to a professional staff member.

OPERATIONS

Keep Supervisor informed of issues and problems that surface within the facility and try to resolve them as best as possible. Help maintain an internal membership communications program re: facility openings, closings, events and other miscellaneous facility changes and updates. Advise Supervisor of any irregularities that have occurred. Circulate building during a shift on an "as needed" basis. Be a back up to open and close the building and assume walkie talkie duties, when needed. Keep the front desk neat, clean, and organized at all times. Be responsible for money and receipts as it pertains to safe responsibilities. As time permits, help with administrative tasks and functions requested by other staff members and/or Directors.

GENERAL:

Attend staff meetings as deemed necessary by Supervisor. Regularly demonstrate behaviors in each of the YMCA four core values: caring, respect, honesty and responsibility. Perform duties as designated by the supervisor. Job description may be changed at any time by supervisor.

PHYSICAL DEMANDS

While performing the duties of this job, frequently required to talk, hear, sit, stand, reach, and perform repetitive motions. Must have good peripheral vision and must have acute hearing while performing the duties of this job; the individual may occasionally be exposed to extreme noise. Occasionally will need to exert up to 20 pounds of force. Most be mobile and alert to provide rapid response to emergency situations.

EFFECT ON END RESULT A

culture of superior membership service and positive, sustained member relations resulting in increased membership usage and high retention rates. The maintenance of a safe, normal facility operation that benefits YMCA members, guests, and the community.

KNOW-HOW

As the "number one salesperson" and public relations representative of the New Canaan YMCA, Membership Relations Staff must maintain a positive, friendly, cheerful attitude and neat appearance at all times. Membership Relations Staff should be comfortable with the computer, work well with people, be a team player, and enjoy working in a vital "first contact" position. Have a working knowledge of Trinexum membership and program data system.