Member Service Representative - Part Time

YMCA of Central New York•Liverpool, NY

1d•Onsite

About The Position

The YMCA strengthens the foundations of communities and families through its key areas of focus: youth development, healthy living, and social responsibility, and its core values of caring, honesty, respect, and responsibility. The Member Service Representative is responsible for greeting and welcoming all members and visitors of the YMCA in a professional manner. This role involves providing tours to potential members, selling memberships, registering members for programs, answering phones, building relationships with members to ensure retention and satisfaction, responding to inquiries and concerns, processing transactions to maintain member database records, and performing various clerical functions. The incumbent must adhere to the policies, goals, mission, values, and objectives of the YMCA of Greater Syracuse, and demonstrate and teach the YMCA's mission and core values.

Requirements

High School Diploma or equivalent.
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.
Supports the Mission, Vision and Direction of the YMCA.
Builds Community.
Provides a Quality Experience for Members, Participants, Internal Customer and Other.
Works Productively.
Uses Effective Personal Behaviors/Communicates Effectively.
Ability to frequently sit, use hands and fingers, stand, type, walk, reach, climb, balance, stoop, crouch, kneel and climb stairs.
Occasionally required to lift and/or carry and move up to 30 pounds.
Specific vision abilities required: close, color, distance, peripheral, depth perception and ability to adjust focus.
Hear noises and distress signals in the teen environment with background noise and perform all needed rescue skills.
Ability to occasionally run in case of an emergency.

Nice To Haves

A minimum of one year or more experience working in a customer service field.
Experience with database management software is preferred.
Possess and demonstrate ability to: read, interpret and effectively communicate documents, information and instructions such as safety rules, program policies, rules and procedures, Member Service and Welcome Desk procedures and YMCA policies 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 etc.
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.

Responsibilities

Greet all members by learning and using their names and ensuring their experience at the YMCA is pleasant.
Provide excellent member service by greeting members by name, scanning members’ cards, monitoring and controlling access to the facility, processing membership sales, providing tours to prospective members, registering members for programs, and troubleshooting member issues.
Develop positive relationships with members to foster an atmosphere of community and enhance member retention.
Take the 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 message delivery.
Possess a strong understanding of all programs, activities, and services to provide members with detailed, accurate, and timely information.
Participate in all 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 as required.
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.
Perform other duties as assigned by Supervisor.