Membership Services Representative

4 weeks ago


Traverse City, Michigan, United States Grand Traverse Bay Young Men's Full time
Job Summary

We are seeking a highly motivated and customer-focused Membership Services Representative to join our team at the Grand Traverse Bay YMCA. As a key member of our membership services team, you will be responsible for delivering exceptional customer service to our members, guests, and program participants.

Key Responsibilities
  • Respond to the individual needs of members and program participants
  • Provide top-tier service to members, guests, and program participants in the Y and on the phone, contributing to member retention and acquisition
  • Conduct interviews and/or tours responsive to the needs of prospective members; sell memberships
  • Build positive relationships with members; help members connect with one another and the YMCA
  • Serve others by intentionally welcoming, connecting, and supporting members, and inviting them to get involved and give back to the community
  • Handle and resolve membership concerns and inform supervisor of unusual situations or unresolved issues
Requirements
  • At least 16 years of age
  • Excellent interpersonal and problem-solving skills
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community
  • Previous customer service, sales or related experience
  • Basic knowledge of computers
  • Possess a strong understanding of the YMCA and its purpose, mission and values; demonstrates this understanding through behavior and actions that support the purpose, mission and values
  • Ability to work independently and as part of a team
  • Positive attitude with excellent communication skills
  • Certifications required within 30 days of hire: CPR/AED and First Aid (provided by the YMCA)
Working Environment
  • Must be able to lift minimum of 25 pounds
  • Must have schedule flexibility including morning, nights and weekends
  • Must be able to work in a fast pace environment
  • Long periods of standing, walking, utilizing computer/screen time
  • Ability to work in stressful situations and multi-task
  • Ability to work as a team or individually
Core Competencies
  • Mission Advancement: Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.
  • Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
  • Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
  • Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.


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