Member Service (KFY) (Project Management)
(The YMCA is an Equal Opportunity Employer) POSITION SUMMARY:
This position supports the mission of the Y, a nonprofit mission
focused and cause driven organization whose cause is: Strengthening
the foundations of 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.
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.
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
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.
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
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.