Member Service Representative - YMCA Hillcrest - YMCA : Job Details

POSITION SUMMARY:

The Member Service Representative is responsible for conducting all member interaction tasks to promote member satisfaction, membership sales, and retention. These tasks include phone and in-person interaction with customers and YMCA staff members, administrative activities that may include member and program enrollment, record keeping, and payment processing.

ESSENTIAL FUNCTIONS:

* Perform multiple tasks in diverse situations

* Process payments and maintain balanced cash drawer and receipting according to procedures.

* Inform supervisor and/or co-workers of any dilemmas, concerns, and updates during shift.

* Apply working knowledge of DAXKO system to job responsibilities in the following areas: data entry, maintenance, reporting, etc.

* Complete accurate data entry and maintain records on new members, renewals, program participants and guests.

* Ensure maintenance of all member resource information at front desk.

* Maintain neat, clean and professional appearance of front desk and lobby areas.

* Attend all required trainings and staff meetings.

* Greet members / visitors according to YMCA guidelines.

* Track equipment loaned to members / visitors during visits.

* Conduct member / program participant surveys as required.

* Promote and support membership sales by following member sales process.

* Provide tours to perspective members as needed.

* Maintain a working knowledge of current programming, branch events, memberships, scholarships, fundraisers, pricing and other association events.

* Answer telephones, respond to inquires and forward messages according to YMCA member /customer service guidelines.

* Follow association Access Control guidelines.

* Responsible for retail sales.

* Be visibly involved with members, volunteers and staff in a positive, friendly manner that communicates and demonstrates the YMCA's core values of caring, honest, respect and responsibility.

* Follow all established policies and procedures, including but not limited to, safety practices and personnel policies.

* Participate in and support association events and fundraising activities.

* Secure required trainings and/or certifications necessary for the position.

* Other duties as assigned.

QUALIFICATIONS:

Education:

* High School Diploma or GED preferred.

* Minimum two years high school and 16 years old.

Experience:

* Cash management experience.

* Computer and keyboarding experience.

* Certification(s) & Requirements:

CPR and First Aid certification and Safety training required within 30 days of hire.

Technical Skills and Knowledge:

* Strong communication skills and phone etiquette.

* Strong customer service skills.

* Organized and able to follow directions.

* Friendly, outgoing personality.

* Comfortable working in a membership driven environment.

* Demonstrated commitment to the mission and cause of the YMCA, and uphold its values and ethics.

* Able to work effectively with people of different backgrounds, abilities, opinions and perceptions.

* Willing and able to be a mandated reporter for any signs or suspicion of child abuse or neglect. All employees are required to follow the child abuse and neglect reporting process: completion of Suspected Child Abuse/Neglect reporting form, calling children protective services (696-KIDS) and notifying your immediate supervisor, branch executive, risk management, and human resources.