What are the responsibilities and job description for the Member Service Representative position at YMCA?
The Member Services Representative is the face of the YMCA and is responsible for leading by example and providing service excellence as outlined by the Association Membership Service Standards. This individual is responsible for ensuring that front desk procedures are followed, assisting with program registrations, membership sales, and supporting with general office duties as well as assisting the center in achieving and exceeding monthly sales and retention goals.
Essential Functions / Job Duties:
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- Works closely with and follows the direction of the Director or Membership Operations to ensure standard delivery of the Association Membership Agenda.
- Welcomes visitors by greeting them in person or on the telephone; answering or referring inquiries; addressing and resolving customer concerns.
- Assists members with check-in procedures.
- Ensures integrity and maintenance of member records.
- Provides members and nonmembers with information pertaining to facility functions and history of the YMCA.
- Promotes membership engagement through interactions with existing and potential members.
- Implements Membership engagement strategies and initiatives.
- Works closely with and supports sales including but not limited to:
- Creating and distributing Welcome Packets.
- Assisting with insufficient funds, cancellations and holds.
- Converting participants and other nonmembers into members.
- Assist in achieving and exceeding monthly sales and retention goal.
- Contributes and implements innovative ideas to improve membership operations.
- Maintains professional safe and clean environment at Membership desk by following the YMCA of South's safety rules and practices.
- Reports incidents / accidents to Membership Operations Director immediately.
- Participates in Annual Community Campaign and events.
- Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.
Qualifications, Skills and Abilities/ Position Requirements:
- High School degree or equivalent.
- Minimum of 1 year of customer service or sales experience.
- Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills.
- Ability to work independently, and as part of a team.
- Ability to multi task and meet deadlines in a fast pace environment.
- Organized and detail-oriented.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Must demonstrate a strong desire to serve others and give back to our community.
- A professional, goal driven, self-motivated leader with a positive attitude.
- Ability to problem solve.
- Accepts and demonstrates YMCA core values; honesty, respect, caring, and responsibility.
- Has a strong work ethic, excellent customer service skills; is punctual and reliable in attendance.
- Excellent computer skills and experience with standard business software i.e. Microsoft Excel and Word.
- Must be able to work flexible hours including evenings, weekends, and holidays.
- Ability to respond to safety and emergency situations.
- Bi-lingual, English and Spanish language a plus.
Position Profile
- Outgoing personality enjoys interacting with people.
- Ability to stay calm in stressful situations.
- High level of patience.
- Has the ability and creativity to navigate difficult conversations.
Certificates and Licenses:
- CPR/First Aid and AED certified within 90 days of employment.
As a condition of employment and a Drug-Free Workplace you will be required to submit to and satisfactorily clear a thorough Level II fingerprinting background screening and drug test.
Failure to complete the drug test will automatically disqualify you from employment. Please note Medical Marijuana cards do not exempt you from successfully passing your drug test.
The YMCA of South Florida is committed to the policy of Equal Opportunity prohibiting discrimination in the workplace because of race, color, religion, national origin, sexual orientation, political affiliation, age or disability.