Member Services: WC and Sales

Job Title: Member Services Representative 

FLSA Status: Non-Exempt/Part-Time  

Reports to: Membership Director 

Revision Date: 12/4/2024

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Position Summary: 

This position supports the work of the Y, a leading nonprofit committed to strengthening the community through youth development, healthy living, and social responsibility. It contributes to creating a welcoming, inclusive, and supportive environment for all members, guests, and program participants. The position delivers excellent service, responds to member and guest needs, promotes memberships and programs, and maintains the cleanliness and organization of the lobby area.

Essential Functions: 

1. Provide excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.

2. Monitor facility access through membership scans and Raptor database searches.

3. Conduct interviews and/or tours responsive to prospective members' needs; proactively engage to sell memberships and complete program registrations.

4. Respond to emergencies in accordance with YMCA policies and procedures; complete incident and accident reports as required.

5. Build relationships with members, helping them connect with YMCA programs and staff.

6. Handle and resolve membership concerns, informing supervisors of unusual situations or unresolved issues.

7. Apply all YMCA policies regarding member services, ensuring adherence to the YMCA values of caring, honesty, respect, and responsibility.

8. Maintain accurate records of membership and program transactions, including cash and credit card payments.

9. Perform other duties as assigned.

YMCA Competencies (Leader) 

Mission and Community Oriented: Accepts and demonstrates YMCA values. Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Demonstrates a desire to serve others and fulfill community needs. Recruit volunteers and build effective, supportive working relationships with them.

People-Oriented: Seeks to understand others' points of view and remains calm in challenging situations. Builds rapport and relates well to others. Listens for understanding and meaning; speaks and writes effectively. Takes the initiative to assist in developing others.

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

Personal Development Oriented: Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. Pursues self-development that enhances job performance. Demonstrates openness to change and seeks opportunities in the change process.

Qualifications: 

1. Minimum age of 18 or older (exceptions may be made with director approval).

2. Certifications required within 60 days of hire: CPR/AED and First Aid, Sexual Harassment

3. Excellent interpersonal and problem-solving skills. 

4. Ability to connect with people of diverse backgrounds. 

5. Previous customer service, sales, or related experience. 

6. Strong knowledge of computers. 

Physical Demands: 

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. 

-While performing the duties of this job, the employee is regularly required to use a computer for extended periods and be able to communicate using a computer and phone/smart device. 

-The employee is frequently required to sit and reach and must be able to move around the work environment. 

-The employee must occasionally lift and/or move up to 10 pounds. 

-Specific vision abilities this job requires include close vision, distance vision, and the ability to adjust. 

-The noise level in the work environment is usually moderate. 

Part-time Benefits Include: 

Free adult YMCA membership - Upgrade to Family Membership for only $20.00/month 

Discounts on YMCA programs 

Access to Retirement Fund 

Diverse and inclusive environment 

Supportive community 

This job description is not intended to be all-inclusive. It is understood that the employee will also perform other responsible business-related duties if requested by the immediate supervisor or CEO. Job descriptions are reviewed periodically and may be revised if deemed necessary. This job description is not a written or implied contract.