Member Services Consultant I

2 weeks ago

Frederick, United States Ymca Of Frederick County Full time
Job Details

Job Location
YMCA of Frederick County - Frederick, MD

Position Type
Full Time

Description

DEADLINE TO APPLY: September 11, 2024

Imagine knowing that what you do each day positively effects the lives of people in your community. If you want to have that kind of impact, the Frederick YMCA is the perfect fit for you We are hiring for our Membership Consultant team to assist families in our mission of enabling every member of Frederick County to live healthier, strengthen family bonds and improve our community.

POSITION SUMMARY:

Under the direction of the Member Experience Director and in the accordance with Association policies, the Member Service Consultant is responsible for member satisfaction and retention through impeccable member service and practices that promote member engagement. The Member Services Consultant will possess extensive knowledge in membership and program offerings as well as specific center information. This will be supported by reviewing current program information and actively participating in staff meetings. The Member Service Consultant will respond to members in person and on the phone by providing accurate information and by collecting and processing cash transactions and member records. The Member Services Consultant will be responsible for executing the sales strategy to include a relational interview, all strategic follow-up processes and full engagement in new member and prospect management. In addition, this position assists in regulating traffic in the centers as well as upholding and effectively communicating facility policies and procedures.

KNOWLEDGE AND SKILLS:

  • Must exercise good judgment in decision making
  • Must be accurate in cash handling and demonstrate strong organizations skills
  • Must be able to demonstrate good verbal and written communications skills and effective conflict resolutions skills
  • Friendly disposition, knowledge and demonstration of excellent customer service practices
  • Model values of honesty, integrity and demonstrate the ability to be flexible and work well with a diverse population of members.
  • Able to manage multiple priorities
  • Able to work alone or as part of a team
  • Manage stress appropriately
LANGUAGE SKILLS:
  • Ability to speak Spanish a plus
  • Ability to read and comprehend simple instructions, written correspondence; present information in a written or oral format, read and interpret documents such as policies and procedures, speak effectively in front of people.
MATHEMATICAL SKILLS:
  • Ability to add, subtract, multiply and divide using whole numbers, fraction or decimals
  • Ability to maintain an accurate cash drawer
REASONING ABILITY:

Ability to apply common sense understanding to complete tasks as assigned in written or oral format; deal with problems involving several variables in standardized situations; solve problems and deal with a variety of variables where limited standardization exits; and the ability to remedy customer concerns at the point of contact.

COMPUTER SKILLS:

Must possess advanced keyboarding and data entry skills.

ESSENTIAL FUNCTIONS:
  • Accurately process new memberships and program registrations including cash transactions and maintenance of member records. Respond to inquiries both in person and by phone.
  • Ensure that daily care of members is first priority; assist with front desk operations when applicable including scanning membership cards, greeting members.
  • Responsible for selling memberships and programs by proactively engaging in conversations on the benefits of YMCA memberships and programs.
  • Collaborate with all center staff to ensure service excellence and timely follow up to all member questions and/or complaints.
  • Meet and exceed membership satisfaction sales, and retention goals.
  • Practice strong fiscal stewardship in the execution of financial and membership policies and procedures.
  • Respond to emergency situations by adhering to the safety policies and procedures set for the Association.
  • Other duties may be assigned.
Qualifications

QUALIFICATIONS/REQUIREMENTS:
  • Must be at least 21 years of age
  • High School diploma or equivalent. College degree preferred.
  • Minimum of one year customer service experience required. YMCA experience preferred.
  • Ability to work well and effectively communicate with a diverse population in a wide variety of situations
  • Confidentiality and excellent organizational skills are required
  • Current CPR/AED for the Professional Rescuer, First Aid, and Oxygen Administration (within 30 days of hire).

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