Member Customer Service Rep

3 weeks ago

Katy, United States YMCA OF GREATER HOUSTON Full time

**SUMMARY**

Provides service and information to current and prospective members through positive communication. Available to work at least 3 shifts, between 7am and 5pm (various shifts) Monday - Friday. Available to work alternating Saturdays.

**ESSENTIAL DUTIES AND RESPONSIBILITIES **include the following. Other duties may be assigned.
- Promotes and incorporates the YMCA five core values into all activities.
- Answers inquiries and provides information on YMCA membership and programs.
- Provides prompt and courteous customer service to current and prospective members and guests in the Y and on the phone, contributing to member retention.
- Builds relationships with members; helps members connect with one another and the YMCA.
- Responds to and resolves members concerns.
- Registers members and participants in classes and programs.
- Conducts interviews and/or tours of facility responsive to the needs of the prospective members; sells memberships.
- Implements procedures pertinent to the effective and efficient operation of the Membership Department. Ensures compliance with membership policies and procedures.
- Report suspicious and inappropriate behaviors and policy violations.
- Follows mandated abuse and incident reporting requirements.
- Meet timelines and deadlines related to supporting systems and employee compliance. Example includes but are not limited to Kronos Workforce Ready for review and approval of time sheets.
- Attends staff meetings and trainings as required.

**YMCA Culture & Cause Expectations**

Our mission and core values are brought to life by our culture. It’s who are, who we aspire to be and how we show up every day. We are cause-driven. We don’t just show up, we show up with purpose. As a cause driven leader you are expected to be:

- Welcoming_-Accept neighbors eagerly, warmly, hospitably, and as equal participants.
- Nurturing_-To care for, support, and help develop through encouragement.
- Hopefu_l_-Take an optimistic or positive view of future outcomes.
- Determined_-To devote full strength and concentrated attention to the cause.
- Genuine_-To be honest and open in relationships with others.

**YMCA Competencies (Leader)**:
**_ Mission Advancement_**_:_** Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

**_ C_**_ollaboration_**_:_ 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.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Minimum age of 18 years old.
- Certifications required within 30 days of hire: CPR/AED, and First Aid.
- Excellent interpersonal and problem solving skills.
- Ability to connect with people of diverse backgrounds.
- Previous customer service, sales or related experience.
- Basic knowledge of computers.

**LANGUAGE SKILLS**

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

**MATHEMATICAL SKILLS**

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

**REASONING ABILITY**

**PHYSICAL DEMANDS**

The physical demands described here are represe

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