Member Services Rep 2

Location: Puyallup, WA (302 43rd Ave SE)

Job Description

 


Starting Wage:  $12.50+ per hour depending on qualifications   
Hours: Part Time up to 25 hours per week


Delivers excellent service to all members, guests, and program participants in a safe, enjoyable, and positive environment focused on YMCA core values: honesty, respect, responsibility, and caring. Greets people as they enter the building, responds to member and guest needs, promotes and provides up-to-date information on memberships and programs. Represents the YMCA and self in a professional manner of safety and fun.

Key Responsibilities
Essential Functions:
• Promote a positive environment that fosters fun, safety and our YMCA values.
• Encourage member involvement and identify potential volunteers.
• Maintain good public relations with members and always represent the best interests of the YMCA.
• Arrive with ample time to report to position at the scheduled time.
• Be responsible and fulfill your commitments to scheduled shifts.  Notify a supervisor personally and in a timely manner if you are unable to meet your commitment.  This includes illness and extenuating circumstances.
• Ensure accurate and timely records of your working hours so that accurate payment can be made to you.
• Participate in staff meetings as required.
• Participate in trainings as required.
• Assist other staff as needed. Participate in special events as necessary.
• Assume other responsibilities as mutually agreed upon with a supervisor.
Membership Responsibilities:
• Provide excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
• Greet and assist all members, potential members and staff in a courteous, professional and friendly manner.  Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities.  Strive to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
• Build relationships with members; help members connect with one another and to the YMCA.
• Follow identification requirements and guest guidelines.  Process new member ID cards, issue guest passes and register members for programs and services, as needed.
• Provide tours of the facility to potential members when needed, following standard practices for touring and selling.
• Respond to members' needs.  Contact appropriate personnel when necessary.  Handle complaints in a courteous manner.  Use appropriate forms to communicate concerns or praise.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Schedule court reservations, provide rental equipment and sell YMCA merchandise.  Maintain an accurate inventory and record of daily transactions.
• Present accurate membership information to potential and existing members.  Explain the benefits of YMCA membership, and provide accurate information regarding pricing and payment options as well as YMCA programs and activities. 
• Demonstrate full competency with the DAXKO membership system to ensure effective and efficient service for our members.
• Receipt membership, program, childcare and camp payments into DAXKO.  Ensure that new membership applications are properly completed and routed.  Maintain related sales records and reports.
• Open or close facility as scheduled.  Follow written procedures for opening/closing. 
• Applies all YMCA policies dealing with member services.
Health Seeker Connectivity:
• Understand and actively practice our commitment to the Health Seeker by serving, building relationships, and connecting with members who struggle to maintain a healthy lifestyle.
• Understand and actively practice Listen First techniques with a willingness to strategically listen and obtain relevant information to create an individualized experience for every member.
Safety:
• Maintain a working knowledge of the emergency procedures and act as the control center during emergency situations.
• Dress according to YMCA dress code, having on the appropriate shirt and nametag. 
• Know the location of the first aid kit, nearest phone, and incident reports.  Current certification in CPR and First Aid preferred.
• Follow all YMCA policies, rules, regulations and procedures, including emergency and safety procedures. Complete incident and accident reports as necessary.
• Ensure emergency procedures are followed, and notify supervisor of any incidents and accidents immediately.
Ambassador:
• Understand our YMCA’s mission, goals, objectives and programs to relay that information to inquiring families and participants.
• Understand the financial assistance given to members comes from our Annual Campaign.  Assist in identifying those individuals that may be interested in serving as a campaigner for and a donor to these efforts and.
• Convey information on programs and schedules and as appropriate refer members.
Additional duties:
• Model our YMCA values through fun, positive relationships with staff and members. Seek every opportunity to encourage, motivate and thank fellow staff members for their work.
• Be enthusiastic toward members and staff by learning their names and expressing an interest in their YMCA activities. Strive to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
• Incorporate “Caring, Honesty, Respect, Responsibility” into all aspects of the position, to ensure YMCA values are being integrated into our culture and programs.
• Maintain a consistent professional image through dress, actions and relationships with others. Speak enthusiastically on behalf of the YMCA at given opportunities.
• Participate in applicable training and conferences to further professional growth as outlined in annual training plans.

Requirements

 

Qualifications
• Minimum of two years previous customer service, sales or related experience.
• Working knowledge of computers, office equipment, and cash handling.
• Demonstrated skills in customer service, public relations, and organization.
• 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 including Child Abuse Prevention training (within 60 days) and Blood borne Pathogen Training (within 90 days).
• Ability to work both independently and as part of a team.
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