Member Services Associate

We are looking for outgoing, energetic staff to work at the Front Desk: Openers (4-8 AM) and Weekends (8 AM - 1 PM or 12-5 PM)

Summary: Provide quality member service to members and the community. Have a thorough understanding of office procedures and practices. He/she serves as a member of the membership services staff that is responsible for providing quality member service, member/program sales, retention, and satisfaction, while exemplifying the YMCA values of Caring, Honesty, Respect, and Responsibility.

Essential Duties and Responsibilities includes the following. Other duties may be assigned.

• Members and community (in person and/or on the telephone) are greeted in a positive manner.
• Prospective members are offered a tour of the facility, information about the YMCA, the benefits of the membership and extend an invitation to join.
• Proper information is given to members and community (in person and/or on the telephone) regarding memberships, programs, rentals, reservations and other services.
• Membership applications, passes, programs, merchandise, replacement card data entry is complete and accurate with all monies receipted properly.
• Shift end report is completed with all monies collected and reconciled.
• Respond to customer complaints in a positive manner.
• Operate all office equipment including washer/dryer, computer, credit cards, faxes, folding machine, laminator, postage and the like.
• Attend training, meetings and special events when required.
• Follow all components of Membership by Design and Relationship by Design philosophy.
• Service and lobby areas are kept in a neat and professional manner at all times.
• Assist/handle behavior, medical, and emergency situations documenting on Incident Report.
• A neat and clean personal appearance is kept at all times. Name tag, membership card (and staff shirt if applicable) are worn during all shifts.
• Communication book is read and initialed daily.

Effect and End Results:

Provide and efficient professional office environment. Enhance the public image of the association through phone and personal contacts. Additionally, end results are satisfied customers.

• Members will have a better understanding of the YMCA mission and values and how they can support it.
• Members and community will be provided with quality service resulting in increased membership and program retention.
• Service areas will appear well organized and contain the latest information on events, programs and membership opportunities at the Two Rivers YMCA.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or the equivalent. Six months previous experience in customer service.

Language Skills: Ability to read, interpret general documents, and follow written directions. Ability to effectively present information and respond to questions from members, community and staff. Ability to provide customer service.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, and percentages. Ability to count money and balance daily receipts.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, and diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations: Complete background check, child abuse prevention training, CPR/AED certification and blood borne pathogens.

Other Skills and Abilities: Ability to operate a computer and basic office equipment. Specific knowledge of Microsoft Word. Strong human relations skills.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works in outside weather conditions.

The noise level in the work environment is usually moderate.