Member Services / Front Desk Part-Time (Niebur Center)

POSITION SUMMARY:

Under the direct supervision of the Membership Director, the Member Services Desk Associate welcomes patrons, answers phones, conducts registrations, and maintains a professional, respectful, and positive environment for all members, guests, and staff. This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening the community through youth development, healthy living, and social responsibility.

Essential Functions

1. Provides excellent service to members, guests, and program participants in the Y and on the phone

2. Contributes to membership retention practices

3. Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships.

4. Builds relationships with members; helps members connect with one another and the YMCA

5. Provide high-quality experiences for members and guests that focus on the YMCA’s core values of caring, honesty, respect, and responsibility.

6. Handles and resolves membership concerns and informs the supervisor of unusual situations and unresolved issues.

Our Culture:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all, we are on a relentless quest to make our community stronger beginning with you.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

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

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications

1. Minimum High School Diploma/GED plus 2 years of college or equivalent work experience preferred.

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

3. Excellent interpersonal and problem-solving skills.

4. Ability to work well with a diverse group of children, parents, co-workers, and adults

5. Basic knowledge of computers.

6. Applicable certifications such as CPR/AED, and First Aid or obtain within 30 days of hire.

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 essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to stand, sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.
• Must have visual and auditory ability to respond to critical incidents and the physical ability to respond swiftly in an emergency situation.
• Must be able to coordinate a variety of large and small tasks simultaneously and handle tension and stress in a positive manner