Member Service Representative - Part Time

YMCA of Central New York • Syracuse, NY

3d • Onsite

About The Position

The YMCA is seeking a part-time Member Service Representative to greet and welcome members and visitors in a professional manner. This role involves providing tours, selling memberships, registering members for programs, answering phones, building relationships for member retention and satisfaction, handling transactions, and performing clerical duties. The representative must uphold the YMCA's mission, values, and objectives, demonstrating a commitment to strengthening communities through youth development, healthy living, and social responsibility. The department's quality service theme is to create a welcoming community conducive to building lifelong relationships.

Requirements

• High School Diploma or equivalent.
• High degree of human relation and customer service skills; must be a 'people person' with the ability to establish, collaborate, and maintain positive relationships with members, staff, volunteers, and the general public.
• Ability to handle multiple tasks, work independently, resolve problems, and possess effective time management skills.
• Basic computer skills and a good working knowledge of Microsoft Office Programs.
• Must be a team player who demonstrates strong verbal communication, interpersonal, organizational, problem-solving, and customer service skills.
• Possess and demonstrate excellent telephone etiquette.
• Ability to read, interpret, and effectively communicate documents, information, and instructions such as safety rules, program policies, rules, and procedures.
• Perform basic writing and mathematical skills (i.e., simple correspondence, adding, subtracting, multiplying, dividing decimals and fractions).
• Perform basic computer skills such as entering program transactions.
• Solve problems and deal with a variety of situations and/or complaints.
• Work with minimum supervision.
• Work as part of the membership, volunteers, and YMCA staff team.
• Must complete online Bloodborne Pathogens, Employee Safety, and Youth Protection Series trainings prior to initial assignment.
• Must hold CPR, AED, and O2 (First Aid may be required at some branches) certifications or successfully complete within 30 days of employment.
• Must complete online Hazard Communication training within the first 90 days of employment.
• Must attend and complete Activate America and Quality Service Training within the first 90 days of employment.

Nice To Haves

• A minimum of one year or more experience working in a customer service field.
• Experience with database management software is preferred.
• First Aid certification may be required at some branches.

Responsibilities

• Greet all members by learning and using their names and ensuring a pleasant experience.
• Provide excellent member service by greeting members by name, scanning member cards, monitoring and controlling facility access.
• Process membership sales, provide tours to prospective members, and register members for programs.
• Troubleshoot member issues.
• Develop positive relationships with members to foster community and improve member retention.
• Take initiative to build committed and connected long-term relationships with members.
• Accurately input member information into the computer and process all fees and payments following established cash handling procedures.
• Complete daily and end-of-shift reports.
• Answer phones politely and professionally, routing calls appropriately and ensuring accurate messages.
• Possess a strong understanding of all programs, activities, and services to provide detailed, accurate, and timely information.
• Participate in member retention programs, strategies, promotional efforts, and fundraising campaigns.
• Open and close the facility according to established procedures.
• Handle emergencies as they arise and complete incident reports.
• Work as a team member in handling all assigned tasks.
• Assist in reviewing, revising, developing, and continuously improving Member Service Desk services, systems, procedures, and guidelines.
• Assist in the training and development of new Member Service staff.
• Assist in maintaining branch cleanliness, appearance, and safety through periodic rounds.
• Check the communications binder for daily updates, verify cash, ensure member communication materials are stocked, and maintain an orderly work area at the beginning of the shift.
• Communicate pertinent information with Member Service Supervisors at the beginning or end of their shift.
• Adhere to and enforce all YMCA policies and procedures, and ensure members are aware of applicable policies.
• Maintain privacy requirements by not sharing personal, financial, or credit information about members.
• Attend all required staff meetings and trainings.
• Other duties as assigned by Supervisor.

Benefits

• The Y strengthens the foundations of communities and families through our key areas of focus; youth development, healthy living, and social responsibility and our core values of caring, honesty, respect, and responsibility.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED