Evening and Sunday Member Services Associate
2 weeks ago
Purpose of the Role
Foster a warm, professional, and inviting environment by delivering outstanding customer service and embodying the core values of the YMCA. Provide exceptional assistance to all members, visitors, and program participants while addressing their needs and promoting memberships and services.
Key Responsibilities
- Welcome and assist members, prospective members, volunteers, and staff in a friendly and professional manner.
- Address member inquiries or concerns efficiently and courteously, effectively resolving service-related issues.
- Facilitate the processing of new member identification cards, issue guest passes, and register individuals for various programs and services as required.
- Establish rapport with members; encourage connections among members and the YMCA community.
- Handle all incoming phone calls, providing necessary information, directing calls appropriately, and taking accurate messages.
- Adhere to established procedures for group memberships and assist nationwide members and guests utilizing the facility.
- Conduct tours of the facilities, providing information on services and pricing to potential members.
- Execute all opening and closing procedures in accordance with established guidelines.
- Collaborate effectively with team members, supporting colleagues and furthering the YMCA's mission within the community.
- Identify substitutes for shifts and inform the Membership Director accordingly.
- Comply with all YMCA policies, facility regulations, incident reporting protocols, and code of conduct.
- Participate in all YMCA staff meetings, departmental gatherings, and training sessions as assigned.
- Perform additional duties as assigned while ensuring adherence to Association policies and procedures.
Qualifications
- Must be at least 18 years of age.
- Strong interpersonal and problem-solving abilities.
- Capability to prioritize tasks in a dynamic environment.
- Ability to maintain composure during safety and emergency situations.
- Effective communication skills with diverse groups from various backgrounds.
- Prior experience in customer service, sales, or a related field is preferred.
- Proficient in personal computer usage and familiar with standard business software.
- Experience in cash handling and financial reconciliation.
- Availability to work weekends and/or occasional holidays.
- CPR/First Aid and Child Abuse Prevention Certifications must be obtained within 30 days of hire.
Physical Demands
- Ability to walk, stand, and sit for extended periods.
- Proficient in using a computer for prolonged durations and communicating via computer and telephone.
- Occasional lifting and/or moving of items up to 25 pounds may be required.
- Must be available for evening and Sunday shifts.
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