Membership Services Representative

2 weeks ago

Marco Island, United States YMCA OF COLLIER COUNTY INC Full time

Position Overview:
The Membership Services Representative plays a vital role within the Membership Service Team, providing exceptional customer support, fostering relationships, and utilizing sales techniques to cultivate a welcoming atmosphere at the YMCA. This role involves delivering comprehensive information about the YMCA's offerings, including memberships, programs, activities, and special events.

Key Responsibilities:
The representative will contribute to member attraction and retention efforts, which includes managing financial transactions and maintaining accurate records for members, participants, and guests. Upholding the core values of caring, honesty, respect, and responsibility is essential in all interactions.

Qualifications:

  • Excellent communication, customer service, and problem-solving abilities.
  • Strong active listening skills.
  • Self-motivated with the capacity to manage multiple tasks with minimal supervision.
  • Detail-oriented and capable of working collaboratively within a team.
  • Proficient in computer usage and technology.
  • Positive and professional demeanor.
  • Experience in cash handling and transaction reconciliation.
  • Commitment to the mission and values of the YMCA.

Interpersonal Duties:

  • Deliver outstanding customer service by exceeding member expectations.
  • Greet every individual entering the YMCA warmly and acknowledge members and guests upon their departure.
  • Engage in active listening to understand members' goals and interests, ensuring a positive experience.
  • Handle phone inquiries, directing calls, and providing accurate information regarding memberships and programs.
  • Familiarize oneself with the YMCA's mission and core values, modeling these principles in all communications.
  • Maintain a friendly and approachable attitude, always wearing a smile.
  • Conduct tours and interviews with prospective members, attentively listening to their needs and discussing how the YMCA can support them.
  • Respond to customer inquiries and concerns with empathy, striving to resolve issues promptly.

Essential Duties:

  • Possess comprehensive knowledge of all YMCA programs and effectively promote them.
  • Control facility access by checking in members and verifying guest identification.
  • Register members and participants for programs, ensuring accurate data entry and payment processing.
  • Adhere to all YMCA policies and procedures, including safety guidelines and emergency protocols.
  • Maintain a clean and safe environment within the YMCA.
  • Dress appropriately and wear identification at all times.
  • Manage collection activities, documenting non-payment statuses on member accounts.
  • Assist in the preparation of membership reports.
  • Monitor daily transactions for accuracy, including accounts receivable and membership details.

Physical Requirements:
This position requires frequent sitting, standing, walking, and the ability to lift and move items up to 30 pounds. Specific vision abilities include close and distant vision, peripheral awareness, and depth perception. Acute hearing skills are also necessary.

Work Environment:
While performing the duties of this role, the representative may encounter wet conditions and moderate noise levels in the Member Service area.

Impact:
The Membership Services Representative is crucial in enhancing customer service quality, ensuring that members, participants, and guests feel welcomed and connected to the YMCA. This role strengthens the organization's ability to provide accurate information and fosters a sense of belonging among members, ultimately leading to positive experiences and advocacy for the YMCA.

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