Member Service Staff

4 weeks ago

Andover, United States YMCA of the USA Full time
Description

Do you love connecting with people? Do you want to make a difference in all aspects of wellbeing? Are you social/creative/passionate about a cause driven purpose? The Customer Service role connects with customers as the information hub where customers come to get concierge service. The Customer Service role assists with the overall day to day operations of the front desk.

The Customer Service role will need to be self-motivated in engaging with our customers and build strong relationships. It will be critical for the Customer Service staff to be organized to be able to take time to listen and chat to our customers before/after group fitness classes and exercise and via phone, as well as ensuring you are still able to get the administrative work accomplished. The Customer Service staff will also assist with customer registrations, tracking, networking with existing customers as well as on-boarding new customer service staff. The Customer Service staff are high energy, outgoing and love to be busy. The Customer Service staff is the face of the YMCA of the North assisting customers with their accounts and providing service excellence

1. Job Summary:

The Member Service Staff is part of a team responsible for the overall delivery of excellent customer service to all members, guests and participants of the branch. The incumbent is responsible for the sale of programs and services, responding to member and guest needs, promoting programs, and maintaining cleanliness and organization at the Member Service Area. The incumbent performs all duties demonstrating YMCA values and a commitment to excellence.

2. Essential Functions:
  • Provide excellent service to members, guests, and participants in the branch and on the phone.
  • Create a high level experience for members, guests and participants through engagement and building a connection.
  • Understand and enforce all applicable YMCA policies.
  • Operate membership software and all necessary office equipment.
  • Assist in handling and resolving member, guest and participant concerns and inform appropriate team member or manager of unusual situations or unresolved issues.
  • Assist in the sale of YMCA programs, services and product to members, guests, and participants.
  • Provide tours to prospective members.
  • Responsible for maintaining towels at Member Services.
3. Relationships:

The position reports to the Front Desk Manager who reports to the Membership Director. The incumbent also receives direction from the Member Service Advisor. The incumbent interacts regularly with members, guests, and participants in an effort to provide excellent customer service and positively impact membership retention.

4. Qualifications:
Required:
  • Excellent customer service, sales, problem solving, communication and interpersonal skills
  • Computer knowledge
  • Ability to obtain CPR/PR, First Aid, AED, and Oxygen certifications within 30 days of hire
  • Must be self-directed and motivated
  • Ability to work with a diverse population and be inclusive to all
  • Ability to multi-task
Preferred:
  • Previous customer service experience
  • Multilingual
  • Knowledge of cash receipting
  • High School Diploma/GED
5. Work Conditions:
  • Perform all physical aspects of the position, including moving around, standing, bending, reaching, and occasionally lifting up to 40 pounds at a time.
  • Ability to respond to emergency situation in a calm and efficient manner.
  • Ability to work in a fast paced and changing environment.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is responsible for taking direction from members of branch leadership in completing projects or performing duties deemed necessary for the branch and Association success.

Diversity, Equity and Inclusion Pledge

The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association's mission, vision and values of caring, equity, honesty, respect and responsibility.

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.

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