Tennis Club - Membership Service Repre

YMCA Metro Washington•Arlington, VA

About The Position

The Membership Service Representative plays a key role in support of the YMCA mission by ensuring the reliable and consistent delivery of outstanding customer service to members and guests at the front desk of their YMCA branch. Reporting to the Membership Director, the basic function and scope of responsibility for the Membership Service Representative includes: Meeting Association standards for the handling of a variety of front desk responsibilities for members and guests including, but not limited to: guest tours; new membership sales; member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; program registration; Easy to Enroll process; and, basic computer entry Serving as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs Developing engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission Providing outstanding customer service to all members, guests, staff and the community at-large

Requirements

High school diploma or GED
Must posses initiative, enthusiasm, common sense/good judgement, strong customer service skills and the ability to remain calm in stressful situations
Detail-oriented, multi-tasker with strong organizational skills that can maintain a clean, uncluttered front desk workspace
Strong communication and relationship-building skills
PC and database management skills with the ability to perform repetitive data entry duties and learn new software programs and processes quickly
Position requires ongoing progress towards Leader Certification
Ability to work weekends and evenings for branch and corporate functions
Ability to sit, stand or move for extended periods of time
Able to bend for purposes such as filing, inventory counts, etc
Able to walk up and down stairs, as needed, when giving tours

Responsibilities

Meeting Association standards for the handling of a variety of front desk responsibilities for members and guests including, but not limited to: guest tours; new membership sales; member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; program registration; Easy to Enroll process; and, basic computer entry
Serving as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs
Developing engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission
Providing outstanding customer service to all members, guests, staff and the community at-large
Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”
Delivers the YMCA mission and philosophy to staff, members and guests
Reporting to the Membership Director, meets Association standards for front desk operations in serving members and guests
Takes a proactive role in solving member problems and directing them to the appropriate resources. Must have complete knowledge of all Member Handbook policies; Association and Branch standard operating procedures; and branch programs/activities
Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director’s guidance to best support the branch’s membership sales and retention results
Responsible for financial transactions at the front desk, which may include, but not be limited to, program registration, membership sales, authorized disbursements & merchandise sales
Ensures that membership applications and the affiliated data entry is complete and correct
In accordance with Association standards, supports the implementation of the branch membership acquisition plan in meeting the monthly acquisition and retention goals
Responsible for the security of the building and members/guests by requiring members to present their cards for scanning and for visitors to sign visitors log and present picture ID
Responsible for accurate membership records, receipts and cash, as well as ensuring that end-of-shift reports are complete and accurate
Supports Member Service team reports under the direction of the Membership Director
Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.)
Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities
Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention
Maintains close daily contact with the Membership Director on the status of membership accounts and operations at the branch
Other duties as required