Member Services Representative

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening the community through youth development, healthy living, and social responsibility. The Members Service Representative (MSR) will be responsible for greeting members and visitors to our facilities. You will answer questions for members and visitors, directing them to various parts of the facility and answering phones. The MSR will possess extensive knowledge of membership and program options as well as specific center information. The MSR will be responsible for regulating traffic in the centers as well as upholding and effectively communicating facility policies and procedures. You play a key role in ensuring that program participants have a safe, supportive, positive, interactive, and enriching program experience that welcomes and respects all individuals while providing programmed activities.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

Member Service Representative

• Greet members and visitors
• Answer all the customers' questions and address their complaints in a timely and professional manner
• Answer all incoming calls, redirect them when needed
• Assist in selling memberships and programs by proactively engaging in conversations on the benefits of YMCA memberships and programs.
• Accurately process new memberships and program registrations
• Collaborate with all center staff to ensure service excellence and timely follow-up to all member questions and /or complaints.
• Meet and exceed membership satisfaction and retention goals.
• Practice strong fiscal stewardship for the execution of membership and financial policies and procedures of the association.
• Respond to emergencies by adhering to the safety policies and procedures set for the association.
• Consistently deliver excellence in member service and member engagement.
• Other duties as assigned

LEADERSHIP COMPETENCIES:

• Inclusion
• Critical Thinking & Decision Making
• Emotional Maturity

PHYSICAL AND MENTAL REQUIREMENTS:

• Proven ability to have initiative, good judgment, and ability to make decisions independently but to also consult leadership with questions and concerns.
• Demonstrated written and verbal communication skills, negotiation, client development experience and skills
• Competent computer skills (Windows)
  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.

QUALIFICATIONS:

• Must be at least 18 years of age
• High school diploma (or equivalent)
• Customer service experience preferred.
• Confidentiality and excellent organizational skills are strongly emphasized.
• Experience with children leading recreational activities preferred
• Current CPR/AED for the Professional Rescuer, First Aid, and Oxygen Administration certification.

CHILD ABUSE PREVENTION:

I will support the YMCA of the Pikes Peak Region's commitment to child abuse prevention by:

• Reporting any suspicious behavior and violation of policy and procedures to your supervisor
• Following all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children
• Completing all child abuse prevention training as required
• Reporting any items that may provide a health or safety hazard to staff, members, or guests to your supervisor

The YMCA has zero-tolerance for abuse. We will report all suspected and/or allegations of abuse to the state and federal law.

CERTIFICATIONS:

• Complete Hazardous Communications, Managing Your Risk of Exposure to Bloodborne Pathogens, and Child Sexual Abuse Prevention training every year
• Maintain CPR/AED for the Professional Rescuer every year
• Maintain First Aid and Administering Emergency Oxygen every 2 year
• HIPAA certification yearly