Membership Service Representative II

6 days ago

Marietta, Georgia, United States YMCA of Metro Atlanta Full time
Job Summary

The YMCA of Metro Atlanta is seeking a highly skilled and customer-focused Membership Service Representative II to join our team. As a key member of our membership operations team, you will be responsible for providing exceptional service to members, guests, and program participants, contributing to member retention and growth.

Key Responsibilities
  • Provide excellent customer service to members, guests, and program participants in the branch and on the phone.
  • Welcome members as they enter and leave the YMCA, ensuring a warm and welcoming environment.
  • Greet, engage, and/or tour prospective members and program participants, showcasing the benefits of YMCA membership.
  • Support membership operations through the sale of memberships and program offerings, ensuring a seamless and efficient experience.
  • Develop and maintain a comprehensive knowledge base to respond to member, prospective member, and program participant inquiries.
  • Build and maintain committed and connected relationships with members, volunteers, and collaborative partners, fostering a sense of community and belonging.
  • Directly handle and resolve membership concerns, escalating unusual situations or unresolved issues to supervisor as needed.
  • Maintain branch and association certifications in CPR/AED, Blood-borne Pathogens, branch orientation, and Branch Emergency procedures, ensuring a safe and healthy environment.
  • Adhere to and implement all policies and procedures listed in the training manual and as new policies are implemented, maintaining a high level of professionalism and integrity.
  • Communicate in a positive and professional manner with members, guests, program participants, and volunteers, providing assistance as needed.
  • Assist in the annual branch Why It Matters Campaign, achieving individual and team goals as related to the campaign.
  • Achieve all required SPIRIT trainings as assigned, applying and utilizing SPIRIT according to established guidelines as assigned.
Requirements
  • Computer proficiency with MS Office Suite.
  • Ability to handle multiple tasks, work independently, problem solve, and possess effective time management skills.
  • Ability to attend, complete, and pass Point of Sale training.
  • Maintain confidentiality and adhere to privacy requirements, not sharing personal information about members.
  • High degree of human relation skills, with the ability to effectively communicate and manage information to peers, staff, and volunteers.
  • Ability to establish, collaborate, and maintain relationships with staff, YMCA members, volunteers, schools, and the general public.
Preferred Requirements
  • 1+ years of experience in work relating to customer service, either paid or volunteer.
  • SPIRIT training and certification.
  • Previous YMCA or non-profit experience.

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