Member Service Representative - Part Time

YMCA of Central New York•Liverpool, NY

6d•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, under the direction of the Member Services Coordinator, is responsible for greeting and welcoming all members and visitors 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, processing transactions to maintain member database records, and performing various clerical functions. The incumbent must adhere to the YMCA's policies, goals, mission, values, and objectives, and demonstrate and teach the YMCA's mission of building strong kids, families, and communities while modeling its core values.

Requirements

High School Diploma or equivalent.
Basic computer skills.
Good working knowledge of Microsoft Office Programs.
Strong verbal communication skills.
Strong interpersonal skills.
Strong organizational skills.
Strong problem-solving skills.
Strong customer service skills.
Excellent telephone etiquette.
Ability to read, interpret and effectively communicate documents, information, and instructions.
Basic writing and mathematical skills (adding, subtracting, multiplying, dividing decimals and fractions).
Ability to perform basic computer skills such as entering program transactions.
Ability to solve problems and deal with a variety of situations and/or complaints.
Ability to work with minimum supervision.
Ability to 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

Minimum of one year or more experience working in a customer service field.
Experience with database management software is preferred.

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 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, providing members with 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, ensuring 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.