Member Services

YOUNG MENS CHRISTIAN ASSOCIATION OF EAST TENNESSE•Knoxville, TN

About The Position

The Member Services position delivers excellent service to YMCA members, guests, and program participants. The role responds to their needs, promotes memberships and programs, and helps maintain a clean and organized lobby. Employees are also responsible for upholding the Judeo-Christian principles central to the YMCA of East Tennessee’s mission by modeling its core values of caring, honesty, respect, and responsibility. The role supports member retention by providing service in person and by phone, conducting prospective-member interviews or tours, selling memberships, building connections among members and with the YMCA, and addressing membership concerns. It uses DAXKO operations, Daxko Engage, and SmartStart scheduling, and follows YMCA policies and emergency and safety procedures. The position has no supervisory responsibilities. New Employee Orientation, provided by the Y, is required to start work; additional training, licenses, or courses may be required during employment.

Requirements

Excellent interpersonal and problem-solving skills.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Multitasking experience is essential.
Ability to solve practical problems and handle situations with limited standardization; ability to interpret written, oral, diagrammatic, or scheduled instructions.
Ability to add and subtract two-digit numbers and multiply and divide with 10s and 100s, including using American money and measurements of weight, volume, and distance.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; and speak effectively before groups of members or employees.
Ability to perform the job in an environment where outdoor weather exposure may occur and noise levels are moderate.
Ability to meet the position’s physical demands, including frequent talking or hearing; standing, walking, sitting, and using hands and fingers; and the specified vision abilities.
New Employee Orientation, provided by the Y, is required to start work.

Responsibilities

Provide excellent service to members, guests, and program participants in person and by phone, contributing to member retention.
Conduct interviews and/or tours for prospective members and sell memberships.
Build relationships with members and help them connect with one another and the YMCA.
Handle and resolve membership concerns; inform a supervisor about unusual situations or unresolved issues.
Use DAXKO for membership and program registrations.
Use Daxko Engage, including logging member conversations each shift and utilizing and completing tasks.
Use SmartStart scheduling.
Follow YMCA policies, rules, regulations, and procedures, including emergency and safety procedures; complete incident and accident reports as necessary.
Perform other duties as assigned.
Model the YMCA’s core values of caring, honesty, respect, and responsibility.