Membership services representative job description

We provide job training, free membership, 50% off programming including camp and childcare, and advancement opportunities.
Paid Time Off!
Looking for a job where you can have fun AND make a difference in your community? Consider the Y!
The YMCA of Southern Maine is a charitable community organization committed to building strong communities through programs and services for all. We value diversity and inclusion, and actively work to create a safe, welcoming place for our neighbors.
Do you speak French, Arabic, or Portuguese? Higher pay rates available for multi-lingual candidates.

Position Summary:
Under the supervision of the Membership Director the Membership Services Representative will build relationships with members and provide helpful, friendly and professional customer service. They will be responsible to ensure that the membership department conveys the mission, purpose, image and core values of the YMCA of Southern Maine.
Essential Functions:
1. Greets all members and guests and provides excellent customer service both on the phone and in person by providing accurate and complete information and problem solving to the benefit of the members.
2. Demonstrates clear knowledge and understanding of YMCA of Southern Maine membership policies and procedures by accurately conveying and implementing with members.
3. Provides timely and efficient service in providing locks, and towel service.
4. Learns prospective member’s needs and interests through appropriate questioning and listening techniques and tailors an appropriate tour of the YMCA facility and programs to highlight how the Y can meet these needs and interests.
5. Incorporates YMCA mission and core values into tours as well as implements in daily interactions with members.
6. Is knowledgeable on all programs and membership events.
7. Registers members into programs including completion of all paperwork, receipt of monies and data input into software system.
8. Manages the production of and monitors use of membership cards and photos.
9. Manages all monetary transactions accurately including: accepting payments, issuing receipts, providing change and reconciling cash drawer at completion of shift
10. Processes all membership transactions effectively and accurately (including new and renewing, upgrades, downgrades, holds and cancellations.
11. Processes all Open Doors applications with respect, confidentiality and timeliness.
12. Collects member comments and distributes those comments appropriately.
13. Demonstrates strong problem solving skills and takes ownership of resolving member needs/complaints in a timely manner.
14. Maintains up to date literature and flyers in displays for members, makes copies as needed, and maintains prospective and new member folders.
15. Provide administrative support to the membership office as needed.
16. Demonstrates a pro-active approach to completing ongoing membership tasks during “down time” at the membership desk.
17. Is an advocate to the Y by promoting our cause. Assists with the annual campaign by increasing awareness about the campaign within the Y community.
18. Learn and actively utilize ADP Employee Portal on a consistent basis.
19. Other duties as required.


Qualifications:
• Exercises good judgment around areas of responsibility.
• Excellent customer service and verbal communication skills.
• High School Diploma or GED.
• Ability to use Microsoft Office Suite and learn software applications quickly.
• Ability to work with frequent distractions and interruptions.
• Attention to detail.


Salary Range:$14.00-$15.50 Hourly

The YMCA of Metropolitan Los Angeles is not only the premiere non-profit in Los Angeles, it is also a great place to work, make a difference in your community and meet like-minded individuals. With twenty-six branches, three camps and over fifty child care sites, the LA Y is a highly-collaborative, rewarding and fun environment where you will discover your passion, grow your career and make an impact!

We believe in the four Core Values of Caring, Honesty, Respect and Responsibility and understand that our staff are our biggest asset! We strive to create high-performing, strong teams in each of our branches and are looking for passionate and enthusiastic staff who will help us to strengthen our impact, empower our community and deliver incredible programming!

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.
Qualifications

* AGE: 18 years or older
* EDUCATION: high school diploma; Bachelor's degree in Physical Education, Kinesiology, Exercise Science, or related field, preferred.
* SPECIALIZED SKILLS: Strong character values; communication skills; Basic computer skills and working knowledge of M/S Office.
* CERTIFICATIONS: WELLNESS CENTER AT THE Y, ORIENTATION TO HEALTHY LIVING AT THE Preferred: YMCA FOUNDATIONS OF STRENGTH AND CONDITIONING
* RELATED EXPERIENCE: (2)+ years of customer service experience.
* 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.
* Bend, stoop, be able to lift at least 45lbs and be able to stand for periods of time up to (1) hour.

Responsibilities

* 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.

* Provide support to YMCA branch operations when necessary, through cross-training in at least (1) other department. This may include but not limited to:
* Child Activity Center, Healthy Living, Aquatics, Child Care, Admin

* Conduct member appointments with members to help them develop and meet their fitness goals.
* Create a safe environment by being aware of your surroundings and monitoring members to ensure they are performing exercises correctly; explain/demonstrate proper form to members when necessary.
* 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.
* Engage recently joined members by contacting them and connecting them to other programs.
* 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.
* Monitor fitness room to ensure equipment is functioning, put away and clean by completing daily checklist.
* 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.

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we're looking for you to join us as we carry out our mission to positively impact lives and communities across the state.

At the Y, we're an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.

The opportunities to serve are vast, and we're looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY, to join us and do their best work. Our commitment to diversity and inclusion is reflected in our people, our members, and our partners. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.
Commitment to Health and Safety

The YMCA of Metro Atlanta has implemented a COVID-19 Vaccination requirement for all Full-Time positions. For further information, please visit our Vaccine Hub, or speak to your recruiter. Reasonable accommodations for medical and religious objections will be considered.

Nature and Scope:

Under the direction of the Membership Director, a Member Service Representative Level 2 is responsible for efficiently and effectively carrying out the duties and functions of the Member Service area. This position must perform duties in accordance with the policies, goals, mission, values and objectives established by the Metropolitan Atlanta YMCA, Branch Strategic Plan, Safety Protocols Including COVID, and Member Services Guidelines and Non-Negotiables. Emphasis will be placed on member service, program knowledge, member/staff safety, and communication with members and staff.

Minimum Requirements:

* A working knowledge of computers (MS Word, MS Excel and SPIRIT).
* Ability to handle multiple tasks, work independently, problem solve, and possess effective time management skills.
* Must pass the State of Georgia criminal background check.
* Prefer a minimum of one year or more experience in work relating to customer service, either paid or volunteer.
* High degree of human relation skills: Ability to effectively communicate and manage information to peers, staff and volunteers
* Ability to establish, collaborate and maintain relationships with staff, YMCA members, volunteers, schools and general public.

Responsibilities:

* Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
* Welcomes members as they enter and leave the YMCA.
* Implements the YMCA safety protocols both related to COVID and branch operations.
* Implement wellness checks and provide a leadership role in ensuring member/staff adherence to the safety protocols, with a commitment to positive member and staff safety.
* Attend, complete, and pass Spirit Point of Sale.
* Greets, engages, and/or tours prospective members and program participants.
* Supports membership operations through sale of memberships and program offerings. Must have an in depth working knowledge of membership and program inventory.
* Actively develops, educates and owns the knowledge base to quickly respond to member, prospective member, and program member questions.
* Take steps to building committed and connected relationships with members, volunteers, and collaborative partners.
* Directly handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
* Maintain branch and association certifications in CPR/AED, Blood-borne Pathogens, branch orientation, and Branch Emergency procedures.
* Achieve all required SPIRIT trainings as assigned. Apply and utilize SPIRIT according to established guidelines as assigned.
* Maintains privacy requirements by not sharing personal information about members including, but not limited to, phone numbers, addresses, program participation, financial information, or personal situations.
* Adhere to, and implement, all policies and procedures listed in the training manual and as new policies are implemented.
* Communicate in a positive manner with members, guests, program participants and volunteers. Provide appropriate assistance as needed.
* Assist in annual branch Why It Matters Campaign. Achieve individual and team goals as related to the campaign.
* Attend all staff meetings and trainings, as required.
* Consistent display of the core values of honesty, respect, caring, and responsibility when dealing with members, volunteers, and staff.
* Carry out other appropriate duties as prescribed by the Membership Director.
* Must be able to work at least 2 shifts per week regularly.

YMCA LEADERSHIP COMPETENCIES (Leader):

* Relationships
* Communication
* Inclusion
* Innovation
* Quality Results

EFFECT ON END RESULT:

This position has a direct impact on the continued effectiveness of the YMCA in the community as well as on its membership. This effectiveness can be measured by:

1. The perceived quality of programs and services by the members and the community based on verbal feedback.

2. Positive results related to Member Services on written surveys and comment cards.

3. Excellent attendance.

4. Branches monthly retention goals.

ERGONOMIC REQUIREMENTS:

Bending, stooping, standing, lifting, seeing, hearing, keyboard input, sitting.

Location:

Northeast Cobb YMCA