Tennis Club - Membership Service Repre

YMCA Metro Washington•Arlington, VA

10d•Onsite

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. This includes 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, the Easy to Enroll process, and basic computer entry. The role also involves serving as the key resource point for information regarding branch programs, activities, merchandise, and other general communication needs. Additionally, the representative is responsible for developing engaging relationships with members to move their experience from casual to connected to committed with the YMCA mission, and providing outstanding customer service to all members, guests, staff, and the community at-large.

Requirements

High school diploma or GED
Must possess initiative, enthusiasm, common sense/good judgment, 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.

Nice To Haves

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
Greet all members with a smile, eye contact and by name
Be knowledgeable of all programs and activities to engage members
Introduce members to each other
Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude.
Ensure that information communicated and/or displayed is updated and accurate
Be proactive and responsive to all members needs
Share personal Y experience with all
Share Y Mission stories

Responsibilities

Meet Association standards for front desk operations in serving members and guests.
Take a proactive role in solving member problems and directing them to the appropriate resources.
Support the proper handling of prospects received at the front desk and interaction with guests.
Responsible for financial transactions at the front desk, which may include program registration, membership sales, authorized disbursements & merchandise sales.
Ensure that membership applications and the affiliated data entry is complete and correct.
Support 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.
Support Member Service team reports under the direction of the Membership Director.
Support the implementation of events for prospects, members & guests in partnership with fellow Service Team members.
Support Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities.
Partner with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention.
Maintain close daily contact with the Membership Director on the status of membership accounts and operations at the branch.