Member Service Representative (FPY)

Description

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. A Member Service Representative is Welcoming, Genuine, Hopeful, Nurturing, and Determined.  Delivers excellent service to all members, guests and program participants.  Responds to member and guest needs, promotes memberships and programs, and maintains a clean and organized work environment.

 

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 else, we are on a relentless quest to make our community stronger beginning with you.

 

ESSENTIAL FUNCTIONS:

1. WELCOME: Smile, greet members by name, introduce yourself, be approachable, form relationships, use 10-5-1 rule for acknowledging everyone
2. CONNECT: Ask questions, share a story, introduce members to other staff and other members, engage in meaningful conversations, build relationships
3. SUPPORT: Know member’s goals, affirm and encourage them, wish them well
4. INVITE:  Share opportunities to get involved and give back to the community
5. Provide excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
6. Conduct interviews and/or tours responsive to the needs of prospective members; sell memberships.
7. Handle and resolve membership concerns and informs supervisor of unusual situations or unresolved issues.
8. Effectively apply and communicate all YMCA policies.
9. Ensures every person entering the facility has an active membership or other valid reason for entering the facility.
10. Provide information on membership and programs available at the YMCA.
11. Support and communicate the Mission and Cause of the YMCA through involvement in charitable face-to-face fundraising efforts.
12. Attain and maintain accurate records in the Daxko database.
13. Collect, wash, dry, fold, and hand out towels; Monitor locker rooms as required.
14. Dress in YMCA staff shirt along with nametag (provided to you by the YMCA). 
15. Performs other duties as assigned.

 

ESSENTIAL FUNCTIONS | ABUSE PREVENTION:

Upholding the YMCA’s commitment to the safety and well-being of youth in our programs is a core responsibility of all staff regardless of position.

1. Attend required abuse risk management training.
2. Adhere to policies related to boundaries with consumers.
3. Adhere to procedures related to managing and supervising high-risk activities.
4. Report suspicious or inappropriate behaviors and policy violations.
5. Follow mandated abuse reporting requirements.

 

LEADERSHIP COMPETENCIES:

• Communication:  Interprets messages and body language effectively.  Listens with intent to understand the perspective of others by using appropriate communication methods, including open-ended questions.
• Critical Thinking & Decision Making:  Recognizes own biases and suspends judgmental thinking.  Responds to challenges with possible solutions in a timely manner.
• Emotional Maturity:  Acts in alignment with personal and organizational values in all situations.  Remains calm and objective when under pressure or when challenged by others.  Accepts responsibility for behavior.  Leads with empathy, anticipating how actions and words impact others.  Operates with openness and a willingness to receive ongoing feedback from all levels of the organization.
• Inclusion:  Embraces all dimensions of diversity (i.e., ability, age, culture, ethnicity, faith, gender, gender identity, income, national origin, race, religion, sexual orientation, socio-economic status, etc.) by treating all people with dignity, compassion, and respect.

 

QUALIFICATIONS:

• Must be at least 16 years of age.
• Relationship Skills:  welcoming, genuine, hopeful, nurturing, determined
• Communication Skills: efficient verbal and written skills, polite telephone etiquette, listening skills
• Member Service Skills: customer service, sales, or related experience; ability to effectively relate to diverse groups of people from all social and economic segments of the community
• Computer Skills: general computer knowledge, typing ability
• Certifications: CPR/AED, First Aid, New Staff Member Orientation (NSMO) within 90 days of hire

 

WORK ENVIRONMENT & 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 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 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 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 be able to use a computer and be able to view/enter data for long periods of time.
• Must be able to lift and carry food and supplies weighing up to 20 pounds.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.

Requirements

QUALIFICATIONS:

• Must be at least 18 years of age.
• Relationship Skills:  welcoming, genuine, hopeful, nurturing, determined
• Communication Skills: efficient verbal and written skills, polite telephone etiquette, listening skills
• Member Service Skills: customer service, sales, or related experience; ability to effectively relate to diverse groups of people from all social and economic segments of the community
• Computer Skills: general computer knowledge, typing ability
• Certifications: CPR/AED, First Aid, New Staff Member Orientation (NSMO) within 90 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 the 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 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 required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

Summary

ESSENTIAL FUNCTIONS:

• WELCOME: Smile, greet members by name, introduce yourself, be approachable, form relationships, use 10-5-1 rule for acknowledging everyone
• CONNECT: Ask questions, share a story, introduce members to other staff and other members, engage in meaningful conversations, build relationships
• SUPPORT: Know member’s goals, affirm and encourage them, wish them well
• INVITE:  Share opportunities to get involved and give back to the community
• Provide excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Conduct interviews and/or tours responsive to the needs of prospective members; sell memberships.
• Handle and resolve membership concerns and informs supervisor of unusual situations or unresolved issues.
• Effectively apply and communicate all YMCA policies.
• Ensures every person entering the facility has an active membership or other valid reason for entering the facility.
• Provide information on membership and programs available at the YMCA.
• Support and communicate the Mission and Cause of the YMCA through involvement in charitable face-to-face fundraising efforts.
• Attain and maintain accurate records in the Daxko database.
• Collect, wash, dry, fold, and hand out towels; Monitor locker rooms as required.
• Dress in YMCA staff shirt along with nametag (provided to you by the YMCA).
• Performs other duties as assigned. 

PERFORMANCE OBJECTIVES:

• Provides excellent service to members, guests, volunteers, and program participants at all times in all mediums.
• Builds relationships with members, program participants, and community partners; helps members connect with one another and the YMCA; promoting member retention.
• Teaches and role models our mission and our cause.

YMCA COMPETENCIES (LEADER):

• Values: Demonstrates in word and action the Y’s core values of caring, honest, respect, and responsibility and a commitment to the Y’s mission in all matters at all times.  Shows a genuine concern for the needs, feelings, and well-being of others.  Acts with integrity and credibility in all situations.
• Community: Delivers the benefits of good health, strong connections, greater self-confidence, and a sense of security to all who seek it. Demonstrates a desire to serve others.  Anticipates and takes action to meet the needs of members and community.  Knows and supports the achievement of healthy living goals of every member he or she engages.
• Relationships: Builds authentic relationships in the service of enhancing individual and team performance to support the Y’s work. Proactively assists others in meeting goals by sharing information and resources. Puts the good of the organization ahead of personal gain.
• Communication: Listens and expresses self effectively and in a manner that reflects a true understanding of the needs of the audience. Listens actively by asking open-ended questions. Communicates in a clear, concise, logical fashion to ensure understanding.
• Decision Making: Integrates logic, intuition, and sound judgement to analyze information to identify greatest opportunities, make sound decisions, and solve problems. Learns from experience and applies what is learned to new situations.  Takes personal responsibility for decisions and the likely implications of behavior before acting.
• Quality Results: Demonstrates and fosters a strong commitment to achieving goals in a manner that provides quality experiences.  Delivers high-value experiences to members and participants. Demonstrates pride in work by striving to meet or exceed supervisor or member expectations.
• Emotional Maturity: Demonstrates effective interpersonal skills.  Recognizes the needs of others and responds appropriately to what they are feeling, based on their choice of words, tone of voice, expressions, and other non-verbal behavior.  Is empathetic towards others.  Remains calm and objective when under pressure. 

Providing community health, fitness, and youth development services.