Membership Service Representative II

1 week ago

Decatur, Illinois, United States YMCA Of Metro Atlanta Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Member Service Representative II at the YMCA of Metro Atlanta. As a key member of our membership operations team, you will be responsible for delivering exceptional service to our members, guests, and program participants.

Key Responsibilities
  • Provide outstanding service to members, guests, and program participants, contributing to member retention and satisfaction.
  • Welcome members as they enter and leave the YMCA, ensuring a warm and welcoming experience.
  • Greet, engage, and/or tour prospective members and program participants, showcasing our facilities and services.
  • Support membership operations through the sale of memberships and program offerings, ensuring seamless transactions and excellent customer service.
  • Develop and maintain a comprehensive knowledge base to respond to member, prospective member, and program participant inquiries, providing accurate and timely information.
  • Build and maintain strong relationships with members, volunteers, and collaborative partners, fostering a sense of community and connection.
  • Directly handle and resolve membership concerns, escalating unusual situations or unresolved issues to supervisors as needed.
  • Maintain certifications in CPR/AED, Blood-borne Pathogens, branch orientation, and Branch Emergency procedures, ensuring a safe and healthy environment for all.
  • Adhere to and implement all policies and procedures outlined in the training manual, staying up-to-date with new policies and procedures.
  • Communicate effectively with members, guests, program participants, and volunteers, providing assistance and support as needed.
  • Contribute to the annual branch Why It Matters Campaign, achieving individual and team goals related to the campaign.
  • Complete all required SPIRIT trainings, applying and utilizing SPIRIT according to established guidelines.
Requirements
  • Proficiency in MS Office Suite, with the ability to learn and adapt to new software and systems.
  • Excellent time management and problem-solving skills, with the ability to handle multiple tasks and priorities.
  • Ability to maintain confidentiality and handle sensitive information with discretion.
  • Strong human relations skills, with the ability to effectively communicate and manage information to peers, staff, and volunteers.
  • Ability to establish and maintain relationships with staff, members, volunteers, schools, and the general public.
Preferred Requirements
  • 1+ years of experience in customer service, either paid or volunteer.
  • Previous experience in a membership or customer-facing role, with a strong understanding of membership operations and customer service principles.
  • Knowledge of SPIRIT and its application in a membership or customer-facing role.
About the YMCA of Metro Atlanta

The YMCA of Metro Atlanta is a leading non-profit organization dedicated to promoting healthy living, youth development, and social responsibility. As a member of our team, you will be part of a dynamic and diverse organization that values community, inclusivity, and social responsibility.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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