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Member Service Associate (Part Time, Evenings & Weekends) - South YMCA
GENERAL FUNCTION: Under the direction of the Membership/Senior Program Director, the Membership Service Associate will provide leadership through excellent customer service by having a clear knowledge of YMCA programs and services. This position has a direct bearing on overall retention and customer satisfaction.
MINIMUM ENTRY REQUIREMENTS
Education/Experience Requirements:
- Minimum age of 20
- Minimum of one year experience in customer service and cash handling
- Must have high school diploma or equivalent
- Must have completed all COE for this position
Physical/Mental Requirements:
- Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit, stand, walk, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks
- Must demonstrate an attention to detail and ability to count and do basic math associated with a cash drawer
- Must communicate effectively, both orally and in writing
- Must possess mental alertness, problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing, chaotic environment
- Must be able to show initiative in the absence of supervision
- Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
- Must present a neat and professional appearance at all times
Job Requirements:
- Commitment to the YMCA mission, vision and values
- Must attend New Employee Orientation within 30 days of hire
- Complete CPR/AED, First Aid, O2, Listen First Workshop, and Membership Training in accordance to Conditions of Employment
- Understand and abide-by all policies and procedures as set forth by the association
- Work a schedule that reflects the needs of the branch; including evenings and weekends
JOB RESPONSIBILITIES
- Providing excellent service by having a great knowledge of YMCA programs, services and systems.
- Effectively communicating the mission, vision and values of the YMCA.
- Responsible for following directions, being flexible and exhibiting friendly demeanor while working with people of all ages and backgrounds.
- Maintaining a safe and clean facility at all times.
- Providing excellent customer service through the following:
- Exceeding the expectations of the members through fast and knowledgeable service
- Greeting and becoming familiar with program participants and members by name
- Handling all questions and concerns in a courteous, professional manner
- Gathering feedback from members and share with supervisor to help improve service
- Having a comprehensive knowledge of programs and facilities
- Being prepared at all times to greet and help members
- Responsible for making membership retention a priority by;
- Selling the YMCA’s value, not just its facilities.
- Enforcing policies and procedures of the association to ensure a safe and professional environment
- Responsible for being observant and mindful of the impact the YMCA has on its members and the community.
- Having a comprehensive knowledge of the following YMCA systems:
- Financial procedures: money handling, registrations and sales to ensure accuracy
- Opening and closing procedures: perform as needed
- Emergency procedures: being certified and prepared to implement in case of an emergency
- Constantly striving to improve the current services provided by:
- Attending mandatory staff meetings and city wide customer service, sales and program trainings.
- Providing feedback and suggestions to improve services and/or systems.
- Performing custodial duties as needed without being prompted.
- Supporting Strong Community Campaign efforts.
- Refraining from make negative comments on social networking sites.
- All other duties as assigned.
EFFECT ON END RESULT: Ensuring a positive, safe and enjoyable environment for all YMCA’s members and staff; taking ownership of members needs and concerns, supporting overall value of association, and being part of a well-managed team that is engaged in building and fostering positive relationships.
