Member Services Building Coverage

Job Title: Member Services- Building Coverage  

FLSA Status: Part-time, Non-exempt                            

Reports to: Member Experience Director                      

Department: Membership

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. Creates a welcoming and safe environment for all members of all backgrounds and abilities. Promote a positive, professional and welcoming atmosphere by providing excellent service to all Y and community members and guests. Responds to membership and program needs, supports front desk and program staff and maintains cleanliness and organization of program areas. Enthusiastically greets customers, answer questions and provides facility tours as needed.  

ESSENTIAL FUNCTIONS:

1. Greet and assist members and program participants at the front desk in a courteous, professional and friendly manner. Build effective, authentic relationships with members and program participants. Strive to enrich their Y experience by introducing them to new programs, staff, other members and volunteer activities. 
2. Assist members and program participants on the wellness floor and in program areas.
3. Answer the telephone, provide requested information, direct calls and take accurate messages.
4. Provide the benefits of becoming a member and give facility tours, explaining the Y mission, volunteer opportunities and scholarships available. 
5. Respond to member and guest needs. Contact appropriate personnel when necessary. Handle complaints in a courteous manner. Effectively negotiate and resolve customer service problems. 
6. Schedule reservations, provide rental information and sell Y merchandise. 
7. Process participant program registrations, to include membership sign-up and issues new member ID cards.
8. Handle potential new member phone inquiries using Y best practices.
9. Follow YMCA policies and procedures; respond to emergency situations.
10. Handle membership and program paperwork and administrative tasks.
11. Maintain, clean and disinfect equipment and program areas.
12. Enforce and educate members and program participants on YMCA rules, policies and guidelines.
13. Follow YMCA policies and procedures; respond to emergency situations.
14. Foster an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
15. Attend all staff meetings.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accept and demonstrate the Ys values. Demonstrate a desire to serve others and fulfill community needs. Recruit volunteers and build effective, supportive working relationships with them. Support fund-raising.

Collaboration: Work effectively with people of different backgrounds, abilities, opinions, and perceptions. Build rapport and relate well to others. Seek first to understand the other person’s point of view and remain calm in challenging situations. Listen for understanding and meaning; speak and write effectively. Take initiative to assist in developing others.

Operational Effectiveness: Make sound judgments, and transfer learning from one situation to another. Embrace new approaches and discover ideas to create a better member experience. Establish goals, clarify tasks, plan work and actively participate in meetings. Follow budgeting policies and procedures and report all financial irregularities immediately. Strive to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursue self-development that enhances job performance. Demonstrate an openness to change and seek opportunities in the change process. Accurately assess personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; use best practices and demonstrate up-to-date knowledge and skills in technology.

QUALIFICATIONS: 

1. At least 16 years of age or older.
2. Strong communication, customer service and problem-solving skills. 
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community
4. Previous customer service, sales or related experience.
5. Ability to actively listen.
6. Self-started, able to handle multiple tasks under limited supervision, work well in a team setting and be detailed oriented. 
7. Experience and knowledge with computers.
8. Cash handling skills and the ability to reconcile shift transactions accurately. 
9. Certifications required within 30 days of hire: CPR/AED, First Aid and Child Abuse Prevention.

SUPERVISORY RESPONSIBILITY 

This position does not involve any supervision responsibilities. 

WORK ENVIRONMENT: 

This position operates in a typical fitness center/gym area with general fitness equipment and machines. The employee will spend time assisting at the desk and with members when they need assistance with the equipment or machines.  

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. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must 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, color vision, peripheral vision, depth perception and ability to adjust focus. 

POSITION TYPE/EXPECTED HOURS OF WORK 

This is a part time position. The center is open seven days a week and hours will depend on the requirements of the center.  

OTHER DUTIES 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

EEO STATEMENT 

The Northfield Area Family YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment without regards to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Y complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation, and training.