Customer Service Representative

3 weeks ago

Mukilteo, Washington, United States YMCA of Snohomish County Full time
Job Summary:

As a Member Engagement Representative at the YMCA of Snohomish County, you will play a vital role in delivering exceptional service to our diverse members, guests, and program participants. Your primary responsibility will be to provide quality service, respond to member and guest needs, promote memberships and programs, and maintain the cleanliness and organization of the Welcome Center and other areas of the facility.

Key Responsibilities:
  • Provide quality service to members, guests, and program participants in the branch and on the phone, contributing to member engagement and retention.
  • Entry-level sales - follow sales cycle (introduction/probing/close).
  • Address and resolve membership concerns.
  • Apply all YMCA policies, practices, and procedures ensuring a positive member experience.
  • Respond to emergency situations.
  • Hand out and launder towels, monitor the locker rooms, and adhere to other safety guidelines.
  • Perform other duties as assigned.

Requirements:
  • Minimum age 18.
  • Strong interpersonal and problem-solving skills.
  • Basic computer skills/knowledge required.
  • Fluency in a second language desired.

Y Culture:
  • Build relationships with a diverse membership base in culturally responsive ways, connect members with one another, and to the YMCA.
  • Exhibit Caring, Honesty, Respect, and Responsibility.
  • Complete required training and certifications within established guidelines.
  • Arrive on time ready for shift, clock in/out within timekeeping system.

Embracing Leader Core Competencies:
  • 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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