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YMCA of Central New York · 12 hours ago

Member Service Representative - Part Time

Fayetteville, NY

Part-time

Onsite

Entry Level

$16/hr - $16/hr

1+ years exp

YMCA of Central New York is dedicated to strengthening communities through programs that promote healthy spirit, mind, and body. The Member Service Representative is responsible for welcoming members, providing tours, selling memberships, and ensuring member satisfaction while adhering to YMCA's core values and policies.

FitnessNon ProfitSports

Responsibilities

Greet all members by learning and using their names and doing whatever is needed to make their experience at the YMCA a pleasant one; these include providing excellent member service by greeting members by name, scanning members’ cards, monitor and control access to the facility, process membership sales, provide tours to prospective members, register members for programs, and troubleshoot member issues

Develop positive relationships with members fostering an atmosphere of community, which in turn will have an overall positive effect on member retention

Take the initiative to build committed and connected long-term relationships with members

Accurately input member information as needed into the computer and process all fees and payments following established cash handling procedures

Responsible for completing daily and end of shift reports

Answer phones in a politely, professional manner, ensuring calls are routed to the appropriate departments and messages are accurate and given to the intended person

Possess a strong understanding of all programs, activities and services, with the ability to provide members detailed, accurate and timely information regarding schedules, costs, wait lists, programs and facility information

Participate in all member retention programs, strategies, promotional efforts, and fundraising campaigns

Open and close the facility according to established procedures

Handle emergencies as they arise. Complete incident reports as required

Work as a team member in handling all assigned tasks

Assist in reviewing, revising, developing and continuous improvement of Member Service Desk services, systems, procedures and guidelines

Assist in the training of and development of new Member Service staff

Assist in maintaining branch cleanliness, appearance and safety through periodic rounds using established procedures

Take responsibility at the beginning of the shift to check the communications binder for daily updates, verify cash, check that member communication materials are stocked and work area is orderly and neat

Communicate pertinent information with the Member Service Supervisors at the beginning or ending of their shift

Adhere to and enforce all YMCA policies and procedures; also ensure that members are aware of policies and procedures that apply to members

Maintain privacy requirements by not sharing personal, financial or credit information about members including but not limited to, phone numbers, addresses, program participation, financial information or personal situations

Attend all required staff meetings and trainings

Other duties as assigned by Supervisor

Qualification

Customer service skillsRelationship buildingBasic computer skillsData management softwareTelephone etiquetteVerbal communicationOrganizational skillsProblem solvingTeam playerTime managementInterpersonal skills

Required

High School Diploma or equivalent

High degree of human relation and customer service skills, the incumbent must a ‘people person' with the ability to establish, collaborate and maintain positive relationships with members, staff, volunteers and the general public

Ability to handle multiple tasks, work independently, resolve problems and possess effective time management skills

Possess basic computer skills and a good working knowledge of Microsoft Office Programs

Must be a team player who demonstrates strong verbal communication, interpersonal, organizational, problem solving and customer service skills

Possess and demonstrate excellent telephone etiquette

Possess and demonstrate ability to: read, interpret and effectively communicate documents, information and instructions such as safety rules, program policies, rules and procedures, Member Service and Welcome Desk procedures and YMCA policies and procedures

Perform basic writing and mathematical skills (i.e. simple correspondence, adding, subtracting, multiplying, dividing decimals and fractions)

Perform basic computer skills such as entering program transactions etc; solve problems and deal with a variety of situations and/or complaints; work with minimum supervision; work as part of the membership, volunteers and YMCA staff team

Must complete online Bloodborne Pathogens, Employee Safety and Youth Protection Series trainings prior to initial assignment to position

Must hold CPR, AED, and 02 (First Aid may be required at some branches) certifications or successfully complete no later than 30-days after employment begins

Must complete online Hazard Communication training within the first 90-days of employment

Must attend and complete Activate America and Quality Service Training within the first 90-days of employment