Description

POSITION SUMMARY

The Membership Service Representative I is responsible for providing a warm and welcoming atmosphere for members, participants and guest while providing and helpful information and excellent customer service. This position is responsible for all aspects of membership relations, including new member management, member satisfaction and member retention.

ESSENTIAL FUNCTIONS

Program Delivery

• Create a welcoming environment for all by warmly greeting all members and guests.
• Provide excellent customer service to members, guests, and program participants.
• Ensure all membership and program enrollments are accurately processed ensuring all member information is current, by confirming contact information during enrollment.
• Process program registrations, payments, and membership enrollments.
• Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting an interview.
• Provide access control by confirming that all membership cards are scanned upon entry to ensure membership is active and up to date. This includes checking to ensure photo on membership card matches individual entering the facility as well as checking Member Access Notes to resolve any outstanding matters when necessary.
• Provide support to Membership Team sales goals when necessary, including:
  • Providing over the phone and in-person prospective member interviews, and provide welcoming and thorough tours. Close all interviews/tours with an invitation to join the YMCA.

Member Engagement

• Respond promptly and courteously to all member complaints, compliments and inquiries while following the appropriate procedures at all times.
• Understand and be able to discuss and promote all YMCA programs. Inform members of YMCA programs that will meet their changing needs and interests.
• Engage with members regarding their participation in YMCA Programs, Annual Support Campaign, and special events.
• Offer possible options when members inquire into cancellations, while following all appropriate procedures.

Administration & Compliance

• Comply with and enforce Code of Conduct, Dress Code, Cell Phone, AWAY, Member Guest and Guest Pass policies, and administrate member issues as they arise. Positively interpret these policies to members.
• Follow daily cash handling procedures when processing payments and end of day reconciliation
• Attend staff meetings and trainings as required.
• Uphold YMCA policies for safety, supervision, mandated reporting and risk management.
• Demonstrate the Six Pillars of Character (Trustworthiness, Citizenship, Respect, Responsibility, Caring, Fairness) as well as the YMCA Core Values of caring, respect, honesty and responsibility in all dealings with members, guests, volunteers and fellow staff.
• Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness and personal growth.
• All other duties as assigned by your supervisor.

YMCA LEADERSHIP COMPETENCIES

The Y’s Leadership Competency Model is comprised of 14 Leadership Competencies (leadership knowledge, skills, and behaviors required for success in the Y), organized by the four disciplines of Cause-Driven Leadership:

• Advancing Our Mission & Cause: Provide visionary leadership to the organization and to ensure that all resources are mobilized to adapt to new challenges and needs in the community
  • Competencies Include: Change Leadership, Engaging Community, Philanthropy, & Volunteerism
• Building Relationships: Connect people to the Y’s cause by developing inclusive relationships, partnerships and collaborations so that Ys can co-create solutions to pressing social needs
  • Competencies Include: Collaboration, Communication & Influence, & Inclusion
• Leading Operations: ensure relevance, effectiveness, and sustainability of the organization so that we can continue to fulfill our promise to the community
  • Competencies Include: Critical Thinking & Decision Making, Fiscal Management, Functional Expertise, Innovation, & Program/Project Management
• Developing & Inspiring Others: support the holistic development of self and others so that everyone can embrace the Y’s cause, sustain the Y’s culture, and inspire others to take individual and collective action to further our impact
  • Competencies Include: Emotional Maturity & Developing Self & Others

While all competencies are significant, the following are critical to success in this position:

• Engaging Community
• Communication & Influence
• Functional Expertise
• Emotional Maturity

Qualifications

MINIMUM QUALIFICATIONS

• EDUCATION: High school diploma or equivalent
• AGE: 16 years or older. Under 18, work permit required
• SPECIALIZED SKILLS: Strong character values; communication skills; Basic computer skills and working knowledge of M/S Office
• RELATED EXPERIENCE: Customer service experience preferred
• CERTIFICATIONS: Current American Red Cross, ASHI, or American Heart Association Adult, Infant and Child CPR, AED, and First Aid Certification within 30 days of hire.
• AVAILABILITY: Must be available to work a minimum of 15 hours per week

WORK ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS

• You must have the physical, visual, and auditory ability to perform the essential functions of the job with or without reasonable accommodations.
• Membership Service Representative I's under the age of 18 must always work alongside Membership Service Representative II’s.