Member Service Representative - HB & Lucille Horn Family YMCA

YMCA of Central New Mexico•Albuquerque, NM

About The Position

The Member Service Representative is part of the Member Services Team and provides professional customer service, relationship building, and sales skills to create a welcoming YMCA environment. The role provides information about YMCA of Central New Mexico memberships, programs, activities, and special events, and supports member attraction and retention by collecting and processing transactions and information for members, participants, and guests. Staff are expected to demonstrate the YMCA core values of caring, honesty, respect, and responsibility. This is a part-time position with possible morning, evening, and weekend hours. The announcement is not intended to include every function, responsibility, and qualification; it describes representative essential job functions and typical criteria for successful performance.

Requirements

Strong communication, customer service, and problem-solving skills.
Ability to actively listen.
Ability to handle multiple tasks under limited supervision, work well in a team setting, and be detail-oriented.
Experience with and knowledge of computers.
Positive and professional attitude.
Cash-handling skills and ability to reconcile shift transactions.
Willingness to commit to the YMCA mission.

Responsibilities

Provide excellent customer service and consistently greet people entering the YMCA and recognize members and guests as they leave.
Listen actively to members and program participants to build relationships, understand their goals and interests, and support a positive experience.
Answer and direct phone calls and provide accurate information about memberships and programs.
Introduce prospects and members to other staff and members to encourage connection and engagement.
Model the YMCA mission and core values in interactions with members and staff, maintaining a friendly and helpful attitude.
Listen to prospective members’ needs during interviews and tours and explain how the YMCA can help; sell memberships.
Respond to member and guest questions and concerns in a caring manner.
Maintain knowledge of YMCA programs, brochures, upcoming events, and special activities; obtain or update information as needed.
Control facility access by checking in members, scanning membership cards, and verifying guest identification.
Register memberships and programs in the computer system, collect payments, and verify information on YMCA forms.
Use professional telephone etiquette.
Assist with training and onboarding Member Service Team members.
Enter transactions accurately, balance each shift, and report discrepancies to a supervisor.
Follow and enforce YMCA procedures and policies, including personnel, safety, facility access, and membership policies; carry out emergency plans as needed.
Maintain a clean and safe facility and take initiative to clean or repair areas.
Wear appropriate attire and a nametag at all times.
Attend mandatory trainings and staff meetings and remain current on required training.
Be knowledgeable about and supportive of the YMCA annual support campaign.
Follow YMCA policies and procedures concerning medical and disciplinary situations, child abuse prevention, and emergencies.
Perform other duties as assigned.