Member service staff (whitaker)

Member Service Staff is responsible for Customer Service, Membership sales and changes, program/class registration, tours of the facility, organization and completion of tasks, and communication liaison between the members and/or public.

Service Skills:

• Greet members and guests
• Membership Sales/Changes and Updates
• Show interest in member and guests concerns
• Know members’ names and use them in their presence
• Listen to suggestions and respond promptly
• Address of complaints/concerns immediately
• Serve as liaison between members and program supervisors
• Provide information on facility services and programs
• Program/Class Registration and Cancellation
• Tours (implementing and follow-up)
• Monitoring Access In/Out of the YMCA facility
• Phone Inquiries and Registration
• Always look for way to improve performance
• Emphasize fun, make the Y a happy place with positive relationships
• Maintaining Neat/Clean Area (includes services such as making coffee etc.)
• Able to remain alert for extended periods of time

Relationship Skills:

• Make members feel comfortable and at ease.
• Be open, friendly and approachable to members
• Initiate interaction with and between members
• Frequently ask if there is any way you can help
• Ask about family, job, hobbies, get to know personally
• Ask about their goals; progress and satisfaction

Member Involvement Skills:

• Be knowledgeable about programs areas and share information with members
• Be knowledgeable about the YMCA, its programs and policies
• Be informed and up-to-date on latest developments in your field
• Recommend participation in a variety of Y programs
• Be able to articulate the YMCA’s Mission, values and benefits
• Ask members to contribute to the annual campaign
• Be able to articulate the role and importance of volunteers

Technology Skills:

• Become proficient in company software
• Locker Sales
• Retail Sales/Inventory Close-outs/Balancing Daily Work
• Proficient on General Business Equipment such as: Fax Machine, Copier, Time Clock, Credit Card Machine, etc.)

JOB REQUIREMENTS

Certifications:

• Certified in 1st Aid and/or obtain certification within 30 days of hire (YMCA provides on-going classes at no cost to you if hired)
• Certified in CPR and AED and/or obtain certification within 30 days of hire (YMCA provides on-going classes at no cost to you if hired)

General Requirements:

This position requires strong organizational, computer, communication and interpersonal skills. The ability and willingness to learn, be multi-task with good problem solving skills, along with excellent customer service skills are essential. Individuals with previous customer service experience and/or a related field along with a strong initiative, adaptable to change, and responsive are encouraged to apply.

BENEFITS

• FREE city-wide YMCA membership
• Discounted Program Fees
• Flexible Work Schedules
• Training Opportunities