Member Services Representative

Position Summary

Provides leadership and delivery of the internal and external member experience, creates meaningful relationships that promote growth and development and manages systems and processes to allow access and progression of our mission. Provides a quality experience to members focused on YMCA core values: honesty, respect, responsibility, and caring.

Recruit and Develop Volunteers:

· Develop, implement, sustain and evaluate a branch specific plan for volunteer engagement to include recruitment, orientation, development and retention.

· Build relationships and invite potential volunteers to share their time and talent through the Y.

· Promote volunteer opportunities and recruit for special events.

· Support branch volunteer advisory council as needed.

· Assist staff in identifying productive and meaningful roles for volunteer leadership candidates and support volunteer growth.

· Assist in creating, updating and keeping current volunteer job descriptions.

· Ensure that each staff member responsible for volunteers is knowledgeable, helpful and respectful in their interactions with volunteers.

· Ensure volunteers' needs are met, including necessary trainings, volunteer cards and t-shirts.

· Attend association volunteer meetings and sharing knowledge from meetings with branch staff.

· Ensure volunteer compliance with Association requirements and standards.

· Process and run all criminal background checks on volunteer applications.

· Maintain records of all volunteers and placement sheets.

· Attend community volunteer and employment fairs.

Member Response System:

· Act as the member experience system champion.

· Respond to all member feedback as outlined within quality standards.

· Utilize internal member management systems to manage member feedback for the branch to include but not limited to comment cards, contact us emails, NPS, etc.

· Track and consolidate surveys and data for analysis.

· Provide reports to highlight trends as outline in branch standards and as requested by branch leadership.

· Support in-person member experience as needed.

Registration Coordination:

· Act as the registration experience champion to include being the direct contact for internal and external members.

· Ensure registration systems function properly.

· Enter session and class codes as needed in Daxko.

· Develop forms and documentation to simplify the registration process.

· Print reports and rosters as necessary.

· Provide full support to branch program staff related to registration

Bookkeeping and Accounting Support:

· Liaison for all branch accounting processes and needs.

· Manage purchasing system and process for the branch.

· Maintain branch bookkeeping spreadsheets and update, review and monitor activity.

· Provide materials and supplies for all bookkeeping and accounting functions.

· Lead trainings for staff related to the bookkeeping and accounting systems.

Clerical and Administrative:

· Provide administrative support for the branch to include correspondence, data entry, minutes, proposals and forms as needed.

· Maintain an orderly office environment to provide efficient service to staff. This includes filing, retrieval of records and prioritizing of workload.

· Monitor and maintain an adequate inventory of office supplies within budget.

· Schedule and manage room reservations.

· Act as a key operator for branch copier equipment, maintaining adequate supplies and contacting service as necessary.

· Create and distribute reports highlighting key measurables for the branch.

· Develop relationships with internal/external members to secure financial development success.

· Provide support in annual giving efforts to increase the participation percentage of our membership base.

· Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks, supporting branch events and managing campaign administrative needs.

· Embraces and actively promotes an inclusive and equitable work environment.

· Other duties as assigned.

· 3-5 years of directly related experience to include computer skills, office/administrative support, customer service, and sales.

· Must be proficient in MS Office and database entry.

· Knowledge of Daxko Operations and Engage systems preferred.

· Strong analytical, problem solving and organization skills are required.

· Exceptional skills in computers, office equipment, and cash handling.

· Demonstrated ability to multi-task, problem-solve and work efficiently in a fast-paced environment.

· Ability to connect with people of diverse backgrounds.

· Excellent written and oral communication skills.

· Commit to obtaining YMCA required trainings as required.

· Ability to work both independently and as part of a team.

· Demonstrated professionalism in both attitude and appearance.

· The ability to demonstrate a friendly, courteous and professional manner while working with members and staff and the ability to understand, articulate, and enforce YMCA policies and procedures in a positive way.

· Requires flexible availability to include potential nights and weekends.

· Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required.

• Regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Regularly required to sit, stoop, and kneel.
• Must frequently lift or move up to 40 pounds and occasionally lift or move a higher amount.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.