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Member Service Representative

2 months ago

Lowell, United States YMCA of Greater Grand Rapids Full time
Job DescriptionJob DescriptionDescription:

This position is for our Litehouse Family YMCA branch. Weekday availability required.


OUR CULTURE:

Guiding Principles describe our behaviors to support our organization’s work throughout its life in all circumstances, irrespective of changes in goals, strategies, and leadership. Our Guiding Principles are as follows: We CULTIVATE-We grow staff and volunteer leaders who will be stewards of the Y mission, resources, and opportunities. We OWN-We think long-term and act on behalf of the organization, beyond our own team. We WELCOME-We are inclusive of all people and all communities. We SERVE-We provide timely and excellent service to members, volunteers, community, and each other. We LEARN-We are never done learning and always seek to improve. We are curious about new possibilities and act to explore them. We UNITE-We work together to achieve big goals and speak as one voice. We RESPECT-We treat others with kindness and speak positively about other people in all situations. We PLAY-We celebrate, appreciate, and have fun


The YMCA of Great Grand Rapids utilizes a Membership By Design framework, which is a member involvement and community building model for YMCAs across the country. All staff members—front-line, management, full- and part-time—and volunteers have a role to play in member engagement. These responsibilities can be broken into six steps:

  1. Enrollment: Staff and volunteers encourage potential members to enroll in programs and activities that meet their needs.
  2. Satisfaction: Staff and volunteers ask members continually about their satisfaction with a program or activity, track responses, listen to suggestions, and respond promptly in a manner consistent with the values of caring, honesty, respect, and responsibility.
  3. Relationship Building: Staff and volunteers are open, friendly, and approachable to all YMCA members and participants. Staff and volunteers initiate interaction with and between members.
  4. Education and Conversion: Staff and volunteers know about and share their knowledge of the YMCA, its programs, its policies, its mission, its values, and how it benefits members and the community.
  5. Volunteerism and Leadership: Staff and volunteers create opportunities for members to volunteer in their areas of interest, and they ask members to do so whenever appropriate.
  6. Ownership: Staff and volunteers encourage members to “own” the YMCA, using words such as “we,” “us,” and “our association” (and actions that match those words) to include members as well as staff and volunteers.


POSITION SUMMARY:

The Member Services Representative handles the day-to-day operations of the membership desk. Greets members in person and by telephone. Provides informational services and directs callers to the appropriate person.


ESSENTIAL FUNCTIONS

  • Greets members in person and on the phone
  • Directs callers to the appropriate staff
  • Monitors access to the building
  • Provides information on YMCA services and programs
  • Makes follow-up tour and member referral phone calls
  • Authorizes refunds
  • Maintenances membership files
  • Sells YMCA membership
  • Registers YMCA guests
  • Registers program participants for YMCA programs, classes, and special events
  • Maintains all areas in clean, presentable fashion
  • Arranges, displays, and maintains a positive image in the lobby, front desk area, bulletin boards, reservation area, and hallways
  • Gives tours to prospective and new members
  • Receives, counts, and tracks monies received
  • Assists with member appreciation days


Performs any other functions necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids


COMPENSATION

$13.80 - $17.24 ; Part Time; Non-Exempt (up to 25 hours/week)


BENEFITS:

  • Free YMCA Individual Membership
  • 10% retirement contribution upon eligibility, learn more here.
  • 403(b) retirement savings account
  • Ongoing training and development opportunities
  • Access to the Employee Assistance Program and resources for you and your family
  • Community Discounts, and more
Requirements:

QUALIFICATIONS

High school diploma, General Education Diploma (GED), or working towards GED; one to three months customer service, sales, or data entry experience; or equivalent combination of education, training, and experience. Ability and desire to provide outstanding customer service and a friendly, positive demeanor. Past cash handling experience preferred. Working knowledge of computers and experience with a variety of software applications. Ability to learn proprietary software to enter or edit member information, take photo IDs, and scan member cards. Ability and desire to interact with people of all ethnic backgrounds, ages, and lifestyles.


CERTIFICATIONS

  • Blood Borne Pathogen training
  • Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
  • First Aid Certification required within the first 60 days
  • AED-Oxygen Certification required within the first 60 days
  • State of Michigan criminal background clearance (ICHAT)


YMCA LEADERSHIP COMPETENCIES:

Functional Expertise

  • Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
  • Uses best practices, guidelines, and industry standards as a framework to improve performance.

Engaging Community

  • Recognizes and articulates that the Y is a not-for-profit, charitable organization committed to serving the entire community.
  • Serves others by intentionally welcoming, connecting, and supporting them, and inviting them to get involved and give back to the community.

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.
  • Creates a safe environment in which others feel welcome and respected.


WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


TRAVEL:

0 - 5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.