Member Service Associate

Greater Green Bay YMCA•De Pere, WI

5d•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 which may include opening and closing the facility.

Requirements

A high school diploma (or equivalent) is required.
Six months’ experience in customer service, sales or office operations preferred.
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.
CPR and First Aid certifications are required within 60 days and Annual safety training.
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 as you direct 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 they 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 most importantly 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.
In the event of an injury or emergency, you will serve as safety responder, (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 safety of all staff and children which includes: Adhere to policies related to boundaries with staff and children. Attend required abuse risk management training. Report suspicious and inappropriate behaviors and policy violations. Follow mandated abuse reporting requirements. Ensure children are properly signed in and out, ensure only authorized adults are allowed in the facility, etc.