Membership Services Desk Staff

Ann Arbor YMCA•Ann Arbor, MI

About The Position

The Make A Difference Place Part-time work as Membership Desk Staff offers flexible hours with meaningful impact on your community POSITION SUMMARY: Provide quality service and information to members and prospective members; greet and welcome all constituents of the YMCA, develop relationships that ensure members’ retention and satisfaction, as well as responsibility for opening the Y, operating and maintaining the Membership Services Desk systems, handling phone calls and ensuring positive member experience with excellent customer service; conduct potential new member tours, sales of new memberships, and follow up with new members during their first 90 days. ESSENTIAL FUNCTIONS: Support the mission, vision and goals of the Ann Arbor YMCA; promote character development and the values of caring, honesty, respect and responsibility by modeling appropriate behavior. Have a positive and helpful attitude. Interpret and carry out YMCA policies and procedures as they relate to membership and program participation. Make good judgments. Communicate effectively and professionally through various forms of media, including but not limited to email and telephone. Communicate the tangible and intangible value of programs, services and membership offered by a non-profit organization. Will connect members with other staff and programs. Participate in scheduled department meetings and trainings as assigned. Offer feedback to the Welcome Center Coordinator & Assist. Membership Director. Feedback should be intended to improve services we provide. Special projects as assigned. This is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor. Our Culture: Every day and in everything we do, we strive to create a culture that is welcoming, genuine, hopeful, nurturing and determined for all our staff, members, program participants and volunteers. Full job description is available upon request.

Requirements

Minimum age 18
High school diploma or equivalent is required
Strong and productive organization and time-management skills are required
Ability to work well independently and as a team player is required
Ability to relate to the public and other staff is required
Attention to detail, demonstrate accuracy and efficiency, the ability to multi-task and work in a fast-paced environment is required
Exceptional organizational, computer, communication and interpersonal skills
Strong language skills, sound reasoning and aptitude for working with others
Must possess a strong understanding of the YMCA mission to promote Healthy Living, Youth Development and Social Responsibility as well as a familiarity with all areas of the Ann Arbor YMCA programming
General computer experience and skills are required
Ability to learn and operate membership software within 30 days of hire is required
Must relate effectively to diverse groups of people from all social and economic segments of the community, as it relates to membership
Ability to walk, stand, and sit (including on the floor) for long periods of time
Must be able to lift and carry supplies weighing up to 20 pounds
Ability to stand or sit while maintaining alertness for several hours at a time
Position may require bending, leaning, kneeling, and walking
Ability to speak concisely and effectively communicate
Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency
Ability to view/enter data for long periods of time

Nice To Haves

12-18 months’ experience in customer service is preferred
Multi-lingual ability is preferred

Responsibilities

Provide quality service and information to members and prospective members
Greet and welcome all constituents of the YMCA
Develop relationships that ensure members’ retention and satisfaction
Responsibility for opening the Y, operating and maintaining the Membership Services Desk systems
Handling phone calls and ensuring positive member experience with excellent customer service
Conduct potential new member tours
Sales of new memberships
Follow up with new members during their first 90 days
Support the mission, vision and goals of the Ann Arbor YMCA
Promote character development and the values of caring, honesty, respect and responsibility by modeling appropriate behavior
Interpret and carry out YMCA policies and procedures as they relate to membership and program participation
Communicate effectively and professionally through various forms of media, including but not limited to email and telephone
Communicate the tangible and intangible value of programs, services and membership offered by a non-profit organization
Connect members with other staff and programs
Participate in scheduled department meetings and trainings as assigned
Offer feedback to the Welcome Center Coordinator & Assist. Membership Director
Improve services we provide
Perform other reasonably related business duties if requested by the supervisor