POSITION SUMMARY

The Member Services Representative is the first point of contact for all YMCA members and guests, providing exceptional customer service and assistance with membership inquiries, program registration, and facility access.

ESSENTIAL FUNCTIONS

Greet members and guests in a warm and welcoming manner as they enter the YMCA facility. Provide information about YMCA programs, services, events, and membership options. Answer phone calls, respond to inquiries, and direct calls to appropriate staff members or departments. Assist members with membership inquiries, account management, and registration for YMCA programs and services. Process new memberships, renewals, cancellations, and change to membership status accurately and efficiently. Verify membership credentials and issue membership cards as needed. Monitor access to YMCA facilities, including checking in members and guests, verifying membership status, and enforcing facility policies and procedures. Ensure that all individuals entering the facility have valid memberships or guest passes and sign in/out as required. Collect membership dues, program fees, and other payments from members and guests using cash, checks, credit cards, or electronic payment methods. Accurately record transactions, reconcile cash drawers, and prepare daily deposits according to YMCA accounting procedures. Provide personalized assistance and support to members and guests with special needs, requests, or concerns. Address member feedback, complaints, or issues in a courteous, timely, and professional manner, escalating unresolved issues to management as needed. Perform routine administrative tasks, such as filing, data entry, photocopying, and scanning documents. Maintain accurate records of membership transactions, program registrations, and facility usage. Assist with membership marketing initiatives, promotions, and outreach efforts to attract and retain members. Ensure that the front desk area and lobby are clean, organized, and presentable at all times. Restock supplies, brochures, and informational materials as needed. Report any maintenance or facility issues to appropriate staff members for resolution. Perform other duties as assigned.

YMCA COMPETENCIES

Mission Advancement - Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising. Collaboration - Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others. Operational Effectiveness - Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members. Personal Growth - Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS

Minimum age of 18. Excellent communication, interpersonal, and customer service skills. Strong organizational and multitasking abilities, with attention to detail. Availability to work flexible hours, including evenings, weekends, and holidays. Proficiency in computer applications, including Microsoft Office and database software. Previous experience in customer service, hospitality, or front desk operations preferred. Certifications required within 60 days of employment: CPR, First Aid, AED, Oxygen. Ability to complete the following within 30 days of hire: Child Abuse Prevention training; Bloodborne Pathogens and Sexual Harassment training. Passion for the YMCA mission and commitment to serving the community.

WORK ENVIRONMENT & PHYSICAL DEMANDS

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