Member Services Associate

JOB SUMMARY

As a Member Service Associate, you are part of the team responsible for delivering an exceptional Y experience to all members, participants and guests by assisting them with all membership transactions, making and taking calls, registrations, reservations, welcoming members and guests into the facility, acknowledging individuals leaving the facility and general facility security which may include opening and closing the facility.

The hours will be every Wednesday 5:00 PM to 9:15 PM and can sub for other shifts when needed.

ESSENTIAL FUNCTIONS

• Build a positive first impression with a warm smile and personal greeting for all who encounter the YMCA by upholding the SMART Service pledge and maintaining a welcoming and professional environment.
• Engage and develop a rapport with members and families by as you direct them through and to programs and activities in the Y.
• Build collaborative relationships using Listen First skills and prioritizing member needs above other tasks. Be proactive in providing what they need, not just what they request.
• Facilitate all business functions related to membership and program registrations with exceptional customer service and accuracy.
• Accurately enter data information and report daily transactions in Daxko.
• Be a good steward of the Y by following and enforcing policies/procedures, reporting financial irregularities, and exercising attention to detail. Follow all procedures related to collecting and reporting money and other forms of payment.
• Greet every individual entering the facility promptly and ensure individual check in system compliance as well as acknowledging individuals leaving the facility.
• Assist with tracking, retaining, and contacting current and new members, responding to members’ questions and concerns, and most importantly building collaborative relationships with members in person and over the phone.
• Conduct cause-driven tours in a collaborative, informative manner to engage members.
• Keep members and staff abreast of events, promotions, and other information to engage members.
• Initiate recruitment and courtesy membership and program calls to support promotions and financial growth.
• In the event of an injury or emergency, you will serve as safety responder, (responding, reporting, and preventing). Adhere to and enforce safety policies and procedures for the Center and Association.
• Assist members in resolving complaints and inform supervisor of any unusual situations or unresolved issues. 
• Support fundraising initiatives.
• Act according to facility protocol to ensure safety of all staff and children which includes:
  • ​Adhere to policies related to boundaries with staff and children.
  • Attend required abuse risk management training.
  • Report suspicious and inappropriate behaviors and policy violations.
  • Follow mandated abuse reporting requirements.
  • Ensure children are properly signed in and out, ensure only authorized adults are allowed in the facility, etc.

SKILLS AND TRAINING

• A high school diploma (or equivalent) is required.
• Six months’ experience in customer service, sales or office operations preferred.
• Strong administrative, organizational, math, and computer skills with attention to detail required.
• Excellent telephone, face to face, and written communication skills tailored to the appropriate audience.
• CPR and First Aid certifications are required within 60 days and Annual safety training. 
• Participation in Listen First Training will occur within the first nine months.

COMPETENCIES

• Building Relationships: Connect people to the Y’s cause by developing inclusive relationships and collaboration. Create sustainable relationships within the Y. 
• Communication and Influence: Listen and express self effectively and in a way that engages, inspires and builds commitment to the Y’s cause.
• Inclusion: Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion.
• Critical Thinking and Decision Making: You are empowered to make informed decisions within the scope of delivering exceptional SMART Service. Make these decisions based on logic, data, and sound judgement.
• Emotional Maturity: How we understand and conduct ourselves impacts our relationships. Demonstrate ability to understand and emotions effectively in all situations. 
• Advancing Our Mission and Cause: As a cause driven leader you will support the Y, its members, participants, and staff by living the Y’s values of CARING, HONESTY, RESPECT, and RESPONSIBILITY in all interactions and aspects of job performance and demonstrate the desire to serve others and fulfill community needs.
• Philanthropy: As a charitable organization, the Y depends heavily on financial support from the community. You will be called upon to support fundraising initiatives.
• Safety: Adhere to and enforce safety policies and procedures for the Association. You must be able to respond in a leadership role to a crisis situation as outlined in the Crisis Communication binder.
• Physical Requirements: For the most part, the work is done in an office environment. Moving about freeing to assist coworkers in other work stations is important. As an opener or closer, you may also need to walk around the building turning on or off equipment or lights and lightly clean up. As a safety responder, the ability to crouch, stoop, kneel, move quickly, and/or lift at least 30 pounds will be necessary.

This job description represents the major functions of the job but is not intended to be all inclusive. The incumbent is also responsible for performing other duties as necessary for Association success.