Job Category:

MEMBERSHIP

Industry:

Customer Service, Health & Fitness Relocation Expense Covered:

No Manage Others:

GENERAL FUNCTION

Under the direction of the Membership/Senior Program Director, the Membership Service Associate will provide leadership through excellent customer service by having a clear knowledge of YMCA programs and services. This position has a direct bearing on overall retention and customer satisfaction.

JOB RESPONSIBLITIES

Providing excellent service by having a great knowledge of YMCA programs, services and systems. Effectively communicating the mission, vision and values of the YMCA. Responsible for following directions, being flexible and exhibiting friendly demeanor while working with people of all ages and backgrounds. Maintaining a safe and clean facility at all times. Providing excellent customer service through the following: Exceeding the expectations of the members through fast and knowledgeable service Greeting and becoming familiar with program participants and members by name Handling all questions and concerns in a courteous, professional manner Gathering feedback from members and share with supervisor to help improve service Having a comprehensive knowledge of programs and facilities Being prepared at all times to greet and help members Responsible for making membership retention a priority by: Selling the YMCA's value, not just its facilities. Enforcing policies and procedures of the association to ensure a safe and professional environment Responsible for being observant and mindful of the impact the YMCA has on its members and the community. Having a comprehensive knowledge of the following YMCA systems: Financial procedures: money handling, registrations and sales to ensure accuracy Opening and closing procedures: perform as needed Emergency procedures: being certified and prepared to implement in case of an emergency Constantly striving to improve the current services provided by: Attending mandatory staff meetings and city wide customer service, sales and program trainings. Providing feedback and suggestions to improve services and/or systems. Performing custodial duties as needed without being prompted. Supporting Strong Community Campaign efforts. Refraining from make negative comments on social networking sites. All other duties as assigned.

EFFECT ON END RESULT

Ensuring a positive, safe and enjoyable environment for all YMCA's members and staff; taking ownership of members needs and concerns, supporting overall value of association, and being part of a well-managed team that is engaged in building and fostering positive relationships. 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