Member Services Representative

Overview

Requisition Number:
3988
Date Posted:
9/5/2017
Location:
Downtown YMCA
Address:
241 Trumbull Street
City:
Hartford
State:
CT
Category:
Member Services
Employment Status:
Part-time

 

Under the guidance of the Membership Sales & Services Coordinator, the Member Service Representatives will be responsible for effective and efficient contact between members and staff. The Member Services Representatives will deliver exceptional service to YMCA members, potential members, and guests.   Will assist with membership and program sales, handle telephone calls, regulate lobby traffic, provide all membership and program information, and know and execute policies and procedures.

 

 

EXPECTATION FOR ALL YMCA STAFF:

  1. Provide excellent member service by exceeding member expectations including being a good listener, caring about members’ well-being and checking in on their progress.  Staff must also take the initiative to talk with members and to make them feel welcome by being pleasant and cheerful, which includes saying hello, goodbye, calling members by name and most importantly smiling at them.
  2. Use Listen First skills to build relationships with members, program participants and prospects.
  3. Make eye contact with members as much as possible when talking to them.
  4. Ask members how they are doing or if they are having a good day as they come into the facility or during classes.
  5. Make members feel welcome by being pleasant and cheerful, which includes saying hello, goodbye, calling members by name and most importantly smiling at them.

 

 

ESSENTIAL FUNCTIONS:

 

  1. Scans all membership ID cards.
  2. Be on time, ready to start work at the welcome center at the beginning of your shift, dress in uniform and name tag, no matter the weather.
  3. Be open and willing to be a substitute to work a shift where there is no coverage, including opening, closing, and weekend shifts.
  4. Conduct prospective member tours, as needed.
  5. Handle member and non-member phone calls as per YMCA policies.
  6. Perform Y membership sign-ups in the electronic registration system.
  7. Be knowledgeable about YMCA policies and procedures and effectively communicate them as needed, to members and staff.
  8. Perform responsibilities such as; cashing out, balancing daily transactions, and dropping envelopes in safe.
  9. Maintain an orderly and neat workspace during your shift and clean up when leaving.
  10. Be ready and able to respond to an emergency, assemble emergency equipment and assist in care of the victim.
  11. Attend all staff meetings (mandatory) and able to work as a team player.
  12. Perform all other duties as assigned. 

 

 

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

 

  • Must be at least 16 years of age and possess a high school diploma.
  • Must have customer service skills.
  • Basic computer skills are essential.
  • Ability to multi-task in a high pace environment.
  • Able to communicate effectively with adults and children alike.
  • Must possess or attain CPR/AED certifications within 30 days of hire.

 

 

PHYSICAL REQUIREMENT:

  • Must be able to stand for long periods of time as well as work and train on a computer.
  • Must be able to lift up to 30 pounds occasionally.
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
  • Physically and verbally able to interact with members and staff.

 

AA/EOE/M/F/D/V