Member Services Representative

Northfield Area Minnesota YMCA•Northfield, MN

11d

About The Position

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Creates a welcoming and safe environment for all members of all backgrounds and abilities. Promote a positive, professional and welcoming atmosphere by providing excellent service to all Y and community members and guests. Responds to membership and program needs, promotes memberships, programs and services and maintains cleanliness and organization of the front desk and lobby area. Enthusiastically greets customers, answer questions and provides facility tours as needed. OUR MISSION AND FOCUS The Northfield Area Family YMCA builds strong kids, strong families and a strong community. We will relentlessly pursue opportunities that strengthen our community and help them thrive. Youth Development-Encourage and nurture the potential of all youth we serve. Healthy Living-Improve whole life wellbeing in our communities. Social Responsibility-Develop socially responsible communities.

Requirements

Strong communication, customer service and problem solving skills.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community
Previous customer service, sales or related experience.
Ability to actively listen.
Self-started, able to handle multiple tasks under limited supervision, work well in a team setting and be detailed oriented.
Experience and knowledge with computers.
Cash handling skills and the ability to reconcile shift transactions accurately.
Certifications required within 30 days of hire: CPR/AED, First Aid and Child Abuse Prevention.
Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.

Responsibilities

Greets and assists at the front desk in a courteous, professional and friendly manner. Builds effective, authentic relationships with members and program participants. Strive to enrich their Y experience by introducing them to new programs, staff, other members and volunteer activities.
Answer the telephone, provide requested information, direct calls and take accurate messages.
Provide the benefits of becoming a member and give facility tours, explaining the Y mission, volunteer opportunities and scholarships available.
Respond to member and guest needs. Contact appropriate personnel when necessary. Handle complaints in a courteous manner. Effectively negotiate and resolve customer service problems.
Schedule reservations, provide rental information and sell Y merchandise.
Process participant program registrations, to include membership sign-up and issues new member ID cards.
Handle potential new member phone inquiries using Y best practices.
Follows YMCA policies and procedures; responds to emergency situations.
Handle membership and program paperwork and administrative tasks.
Attends all staff meetings.
Fosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.