Member Service Representative

POSITION SUMMARY

The Member Service role connects with customers as the information hub where customers come to get concierge service.

• Shifts times are one or two evenings per week 3pm - 8 or 9pm, and one or two weekends per month 6:45am -1 pm or 12-5pm.
• Applicants must be 18+ and able to pass a background check.

ESSENTIAL FUNCTIONS

• Assists the overall day to day operations of the member services desk.
• Self-motivated in engaging with our customers and build strong relationships
• It will be critical for the Member Service staff to be organized to be able to take time to listen and chat to our customers before/after group fitness classes and exercise and via phone, as well as ensuring you are still able to get the administrative work accomplished
• Assist with customer registrations, tracking, networking with existing customers as well as on-boarding new Member Service staff
• The Member Service Staff is part of a team responsible for the overall delivery of excellent Member Service to all members, guests and participants of the branch
• Responsible for the sale of programs and services, responding to member and guest needs, promoting programs, and maintaining cleanliness and organization at the Member Service Area
• Performs all duties demonstrating YMCA values and a commitment to excellence
• Provide excellent service to members, guests, and participants in the branch and on the phone
• Create a high level experience for members, guests and participants through engagement and building a connection
• Understand and enforce all applicable YMCA policies
• Operate membership software and all necessary office equipment
• Assist in handling and resolving member, guest and participant concerns and inform appropriate team member or manager of unusual situations or unresolved issues
• Assist in the sale of YMCA programs, services and product to members, guests, and participants
• Provide tours to prospective members
• Receives direction from the Member Service Director
• Interacts regularly with members, guests, and participants in an effort to provide excellent Member Service and positively impact membership retention

YMCA COMPETENCIES

(Team Leader):

Mission Advancement:

Provides a quality experience for everyone, including but not limited to Health Seekers, Members, Participants, Internal Customers, Fellow Staff Members, Vendors, and others.

Collaboration:

Empathetically listens and communicates for understanding when negotiating and dealing with conflict.

Operational Effectiveness:

communicates in a clear and pleasant manner; embraces differences among people; works cooperatively as a team member.

Personal Growth:

Demonstrates an active willingness to learn and grow; accepts constructive criticism;

QUALIFICATIONS

(required) :

• Excellent Member Service, sales, problem solving, communication and interpersonal skills
• Computer knowledge
• Ability to obtain CPR/PR, First Aid and AED certifications within 60 days of hire
• Must be self-directed and motivated
• Ability to work with a diverse population and be inclusive to all
• Ability to multi-task

Pay:

$11.50 - $12.00 per hour

Work Location:

In person