Customer Service Representative

3 weeks ago

Melrose, Massachusetts, United States YMCA of Metro North Full time
Customer Service Representative

At the YMCA of Metro North, we are seeking a Customer Service Representative to join our team. As a key member of our Welcome Center, you will be responsible for providing exceptional customer service to our members and guests. Your primary goal will be to create a welcoming and inclusive environment that makes everyone feel valued and supported.

Key Responsibilities:

• Greet all members, staff, and volunteers when entering the building and wish them well when exiting the building.

• Learn member names and use them frequently to build relationships and create a sense of community.

• Promote the Y mission and cause in all interactions, conveying the importance of our work in the community.

• Convey basic knowledge of all program areas to members and participants, referring them to Y program staff or staff members as needed.

• Inform and involve members in other Y activities and volunteer opportunities, helping to build a sense of belonging and connection.

• Connect members to other members with similar interests and needs, creating small communities within and outside of the Y.

• Offer financial assistance in response to every program and membership inquiry, ensuring that everyone has access to our services.

• Maintain a balanced cash till and complete shift closeouts, ensuring accurate financial records.

• Monitor facility use for members and authorized individuals, ensuring that all necessary paperwork is complete.

• Maintain confidentiality of all member, employee, and volunteer information and files, upholding the highest standards of professionalism.

• Be attentive at all times, ready to respond to any situation that may arise.

• Seek to understand the other person's point of view and remain calm in challenging situations, resolving conflicts in a fair and respectful manner.

• Respond to emergency situations according to YMCA practice and policy, prioritizing the safety and well-being of everyone involved.

Work Conditions and Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Visual and auditory ability to respond to critical incidents and physical ability to act swiftly in emergency situations.

• Ability to stand or sit while maintaining alertness for several hours at a time.

• Ability to walk, stand, and sit for periods of time.

• Position may require bending, leaning, kneeling.

• Ability to speak concisely and effectively communicate needs.

• Must be able to lift and carry food and supplies weighing up to 25 pounds.

• Long periods of viewing data on a computer and/or on paper.

Qualifications:

• Must have superior interpersonal and communications skills and be sensitive, adaptable, professional, and articulate when dealing with others.

• Basic math, personal computer skills, and experience with standard business software.

• Must be a minimum of 18 years old.

• Ability to respond to safety and emergency situations.

• Ability to build genuine relationships with participants and maintain a welcoming environment with people from all walks of life.

• Versatility, flexibility, and a willingness to work enthusiastically within constantly changing priorities.

• Must be able to maintain confidentiality.

• Ability to handle multiple tasks simultaneously and to prioritize appropriately.

• Must have effective conflict resolution skills.

• Ability to attend required trainings and meets outside of regular work schedule.

• Must be able to work autonomously within the YMCA core values of Caring, Honesty, Respect, and Responsibility.

• Current CPR/AED certification or ability to become certified within first 60 days.

Benefits:

• At the YMCA of Metro North, we value and respect all our team members. Our goal is to provide a supportive work environment that promotes a quality work/life balance.

• Free YMCA Family Membership (up to 2 Adult Family membership) to be used at any of our branches YMCA of Metro North

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