Job Description

Member Services Representative

This position supports the mission and work of the Y, a leading nonprofit, charitable organization. The Member Services Representative maintains a supportive, positive atmosphere that welcomes and respects all individuals. The Membership Representative responds to member and guest needs and promotes memberships and programs. The Member Services Representative provides direct instruction and assures the well-being for each participant while using YMCA of the USA guidelines and association policies in accordance with their training.

Essential Functions:

• Models the YMCA core values of caring, honesty, respect, and responsibility with members, colleagues, guests, volunteers, and vendors.
• Develops and maintains positive relationships with volunteers, members, program participants, and colleagues at all levels of the organization; helps members connect with each other and the YMCA.
• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention. Maintains cleanliness and organization of the lobby area.
• Conducts interviews and/or tours responsive to the needs of prospective members; sells memberships.
• Maintains physical presence, remains alert at all times while on duty, maintains constant visual attention to members, and remains aware of surroundings.
• Ambassador of all YMCA programs with a focus on Membership and member engagement that fosters loyalty among those we serve.
• Follows and enforces all Membership guidelines, including those pertaining to health and safety, member information, cash handling, sales, forms, records, reports, and staff expectations required by the YMCA and the state health department code.
• Knows, follows, and enforces all YMCA policies, rules, regulations, and procedures, including emergency and safety procedures, and those for the prevention of child abuse.
• Attends all mandatory meetings and trainings.

Requirements:

• High school graduate or equivalent preferred
• Previous customer service, sales, or related experience preferred
• Remains calm and objective when under pressure or when challenged by others
• Effective communication skills necessary to inform, counsel, motivate, and support members
• Excellent interpersonal and problem-solving skills
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Basic knowledge of computers
• Must be observant, safety-conscious, and able to react calmly and quickly in an emergency
• Able to work flexible schedules
• Must obtain YMCA Member Service Trainings within 60 days of employment
• Must complete Emergency Oxygen Administration Certification within the first 90 days of employment
• Must hold and maintain CPR, AED, and First Aid certifications prior to employment

Summary:

The Member Services Representative serves as the first point of contact for members and guests, creating a welcoming and inclusive environment that reflects the YMCA's mission and values. This role provides high-quality customer service by assisting with inquiries, registrations, and transactions, while promoting programs and memberships to ensure a positive and engaging member experience. If you're friendly, dependable, and passionate about serving others, we encourage you to apply and join a team that makes a positive impact in the community every day.

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