Member Services Representative

Job Title:  Members Services Front Desk                               

FLSA Status: Non-exempt                                                     

Status: Part-time                                                                      

Department: Membership

Reports to: Member Experience Director                               

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, promotes memberships, programs and services and maintains cleanliness and organization of the front desk and lobby area.   Enthusiastically greets customers, answer questions and provides facility tours as needed.  

OUR MISSION AND FOCUS  

The Northfield Area Family YMCA builds strong kids, strong families and a strong community. We will relentlessly pursue opportunities that strengthen our community and help them thrive. Youth Development-Encourage and nurture the potential of all youth we serve. Healthy Living-Improve whole life wellbeing in our communities. Social Responsibility-Develop socially responsible communities.

ESSENTIAL FUNCTIONS:

1. Greets and assists at the front desk in a courteous, professional and friendly manner.  Builds 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. Answer the telephone, provide requested information, direct calls and take accurate messages.
3. Provide the benefits of becoming a member and give facility tours, explaining the Y mission, volunteer opportunities and scholarships available. 
4. Respond to member and guest needs.  Contact appropriate personnel when necessary.  Handle complaints in a courteous manner.   Effectively negotiate and resolve customer service problems. 
5. Schedule reservations, provide rental information and sell Y merchandise. 
6. Process participant program registrations, to include membership sign-up and issues new member ID cards.
7. Handle potential new member phone inquiries using Y best practices.
8. Follows YMCA policies and procedures; responds to emergency situations.
9. Handle membership and program paperwork and administrative tasks. 
10.  Attends all staff meetings.
11. Fosters 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. 

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

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.

REQUIRED EDUCATION AND EXPERIENCE 

1. Strong communication, customer service and problem solving skills. 
2. Ability to relate effectively to diverse groups of people from all social and economic segments of the community
3. Previous customer service, sales or related experience.
4. Ability to actively listen.
5. Self-started, able to handle multiple tasks under limited supervision, work well in a team setting and be detailed oriented. 
6. Experience and knowledge with computers.
7. Cash handling skills and the ability to reconcile shift transactions accurately. 
8. 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 mainly at the front desk of the building. Typical office materials are located here. This is the main area where members come to check in, so there can be times where it can get busy and noise levels can rise.  

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. 

POSITION TYPE/EXPECTED HOURS OF WORK 

This is a part-time position. The building is open weekdays and weekends and hours for shifts will depend on the needs of the front desk area.  

TRAVEL 

This position does not require any traveling. 

ADDITIONAL ELIGIBILITY QUALIFICATIONS 

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. 

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.