Member Service Representative

4 weeks ago

Cuyahoga Falls, Ohio, United States Akron Area YMCA Full time
Job Summary

This role supports the mission of the Akron Area YMCA, a nonprofit organization dedicated to strengthening the foundations of community through youth development, healthy living, and social responsibility. As a Member Service Representative, you will be the face of the Y, providing exceptional service to members, guests, and program participants.

Key Responsibilities
  • Welcome and engage with members, guests, and program participants, creating a welcoming and inclusive environment.
  • Respond to member and guest needs, promoting memberships and programs, and maintaining a clean and organized work environment.
  • Conduct interviews and/or tours to support prospective members, selling memberships and promoting the Y's mission.
  • Handle and resolve membership concerns, informing supervisors of unusual situations or unresolved issues.
  • Effectively communicate and apply all YMCA policies.
  • Ensure every person entering the facility has an active membership or other valid reason for entering.
  • Provide information on membership and programs available at the Y.
  • Support and communicate the Mission and Cause of the YMCA through involvement in charitable face-to-face fundraising efforts.
  • Attain and maintain accurate records in the Daxko database.
  • Perform other duties as assigned.
Performance Objectives
  • Provide exceptional service to members, guests, volunteers, and program participants at all times.
  • Build relationships with members, program participants, and community partners, promoting member retention.
  • Teach and role model the Y's mission and cause.
YMCA Competencies (Leader)
  • Values: Demonstrate in word and action the Y's core values of caring, honesty, respect, and responsibility, and a commitment to the Y's mission in all matters at all times.
  • Community: Deliver the benefits of good health, strong connections, greater self-confidence, and a sense of security to all who seek it.
  • Relationships: Build authentic relationships in the service of enhancing individual and team performance to support the Y's work.
  • Communication: Listen and express self effectively and in a manner that reflects a true understanding of the needs of the audience.
  • Decision Making: Integrate logic, intuition, and sound judgment to analyze information to identify greatest opportunities, make sound decisions, and solve problems.
  • Quality Results: Demonstrate and foster a strong commitment to achieving goals in a manner that provides quality experiences.
  • Emotional Maturity: Demonstrate effective interpersonal skills, recognizing the needs of others and responding appropriately.
Qualifications
  • Must be at least 16 years of age.
  • Relationship Skills: welcoming, genuine, hopeful, nurturing, determined.
  • Communication Skills: efficient verbal and written skills, polite telephone etiquette, listening skills.
  • Member Service Skills: customer service, sales, or related experience; ability to effectively relate to diverse groups of people from all social and economic segments of the community.
  • Computer Skills: general computer knowledge, typing ability.
  • Certifications: CPR/AED, First Aid, New Staff Member Orientation (NSMO) within 90 days of hire.

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