Membership Service Representative II

YMCA of Metro Atlanta•Stone Mountain, GA

About The Position

Under the direction of the Membership Director, the Member Service Representative Level 2 carries out duties and functions of the Member Service area. The role emphasizes member service, program knowledge, member and staff safety, and communication with members and staff. The representative serves members, guests, and program participants in person and by phone; supports membership and program sales; responds to questions; helps resolve membership concerns; and maintains required branch certifications and training. The position is located at the Wade Walker Family YMCA.

Requirements

Proficiency with computers and the MS Office Suite.
Pass Traction Rec training within 30 days of hire.
Ability to handle multiple tasks, work independently, solve problems, and manage time effectively.
Maintain privacy requirements by not sharing personal information about members.
Strong interpersonal skills and ability to communicate and manage information effectively with peers, staff, and volunteers.
Ability to establish, collaborate on, and maintain relationships with staff, YMCA members, volunteers, schools, and the general public.
Pass a pre-employment background check, including criminal record check, drug screening, motor vehicle record check, and reference check, according to company policy.
Be legally eligible to work in the United States without current or future sponsorship.

Nice To Haves

At least one year of paid or volunteer experience in work relating to customer service.
Traction Rec experience.
Previous YMCA or nonprofit experience.

Responsibilities

Provide excellent service to members, guests, and program participants in the branch and by phone, contributing to member retention.
Welcome members as they enter and leave the YMCA.
Greet, engage, and/or tour prospective members and program participants.
Support membership operations through sales of memberships and program offerings.
Develop, maintain, and use knowledge of YMCA offerings to respond promptly to questions from members, prospective members, and program participants.
Build committed and connected relationships with members, volunteers, and collaborative partners.
Handle and resolve membership concerns and inform a supervisor about unusual situations or unresolved issues.
Maintain branch and association certifications in CPR/AED, Blood-borne Pathogens, branch orientation, and Branch Emergency procedures.
Follow and implement policies and procedures in the training manual and newly implemented policies.
Communicate positively with members, guests, program participants, and volunteers, and provide appropriate assistance.
Assist with the annual branch Why It Matters Campaign and achieve individual and team goals related to the campaign.
Complete assigned Traction Rec training and use Traction Rec according to established guidelines.