Member Services

Greater Green Bay YMCA•Green Bay, WI

4d•Onsite

About The Position

As a Member Service Associate, you are part of the team responsible for delivering an exceptional Y experience to all members, participants, and guests by assisting them with all membership transactions, making and taking calls, registrations, reservations, welcoming members and guests into the facility, acknowledging individuals leaving the facility, and general facility security, including opening the facility. The shift is Monday to Friday, 4:30 AM - 12:30 PM.

Requirements

A high school diploma (or equivalent) is required.
CPR and First Aid certifications are required within 60 days.
Annual safety training.
Strong administrative, organizational, math, and computer skills with attention to detail required.
Excellent telephone, face-to-face, and written communication skills tailored to the appropriate audience.

Nice To Haves

Six months’ experience in customer service, sales or office operations preferred.
Participation in Listen First Training will occur within the first nine months.

Responsibilities

Build a positive first impression with a warm smile and personal greeting for all who encounter the YMCA by upholding the SMART Service pledge and maintaining a welcoming and professional environment.
Engage and develop a rapport with members and families by directing them through and to programs and activities in the Y.
Build collaborative relationships using Listen First skills and prioritizing member needs above other tasks.
Be proactive in providing what members need, not just what they request.
Facilitate all business functions related to membership and program registrations with exceptional customer service and accuracy.
Accurately enter data information and report daily transactions in Daxko.
Be a good steward of the Y by following and enforcing policies/procedures, reporting financial irregularities, and exercising attention to detail.
Follow all procedures related to collecting and reporting money and other forms of payment.
Greet every individual entering the facility promptly and ensure individual check-in system compliance as well as acknowledging individuals leaving the facility.
Assist with tracking, retaining, and contacting current and new members, responding to members’ questions and concerns, and building collaborative relationships with members in person and over the phone.
Conduct cause-driven tours in a collaborative, informative manner to engage members.
Keep members and staff abreast of events, promotions, and other information to engage members.
Initiate recruitment and courtesy membership and program calls to support promotions and financial growth.
Serve as a safety responder in the event of an injury or emergency, responding, reporting, and preventing.
Adhere to and enforce safety policies and procedures for the Center and Association.
Assist members in resolving complaints and inform supervisor of any unusual situations or unresolved issues.
Support fundraising initiatives.
Act according to facility protocol to ensure the safety of all staff and children, including adhering to policies related to boundaries with staff and children, attending required abuse risk management training, reporting suspicious and inappropriate behaviors and policy violations, following mandated abuse reporting requirements, and ensuring children are properly signed in and out and only authorized adults are allowed in the facility.