What are the responsibilities and job description for the Member Service Desk Representative position at Hockomock Young Men's Christian Association, Inc?
The Hurley Family Branch of the Hockomock Area YMCA is hiring Member Service Desk Representatives to deliver excellent service to all members, guests, and program participants. This position responds to member and guest needs, promotes membership and programs, and maintains cleanliness and organization of the lobby area.
Essential Functions
- Addresses member's concerns in a professional manner
- Implements membership systems in a fast-paced environment
- Manages quality control
- Works closely with Association staff on membership issues
- Supports the Membership Director in the retention of members through quality service and expertise
- Participates in department meetings
- Greets all people entering the facility in a professional manner, processing their identification before allowing them access to the facilities
- Reads staff manuals and the communication log before the start of each shift
- Answers telephone calls in a professional manner according to Association guidelines, transferring calls to the appropriate department or director and provides accurate information on all programs and membership(s)
- Provides an overview of what is included with the different types of memberships (program, youth and family)
- Understands current promotions and how to best leverage them during the presentation of the rates
- Processes all membership and program registrations according to established procedures, issues a receipt for every transaction, and distributes according to branch guidelines
- Is familiar with emergency procedures and how to activate emergency medical service when needed
- Assists in keeping the Member Service Desk and Lobby areas neat and clean
- Schedules substitutes if unable to work scheduled shifts and notifies the Membership Director of all shift changes
- Follows opening and closing procedures
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