Member Services Representative

Overview

This role focuses on delivering outstanding service to all YMCA members, visitors, and program participants. The position involves responding to inquiries, promoting membership options and programs, and ensuring the lobby area remains orderly and clean. Employees are expected to embody the YMCA's core values of caring, honesty, respect, and responsibility, reflecting the organization's foundational Judeo-Christian principles.

Work Schedule

• Weekdays: Two shifts - 1:00 PM to 6:00 PM and 4:00 PM to 10:00 PM
• Saturdays: Two shifts - 6:30 AM to 1:00 PM and 1:00 PM to 6:00 PM
• Sundays: Two shifts - 11:30 AM to 5:00 PM and 2:00 PM to 6:00 PM

Primary Responsibilities

• Provide exemplary service to members, guests, and program attendees both in person and over the phone, aiding in member retention efforts.
• Conduct interviews and tours tailored to prospective members' needs; actively promote and sell memberships.
• Establish and nurture relationships among members, encouraging connections within the YMCA community.
• Address and resolve member concerns promptly while reporting unusual or unresolved matters to supervisors.
• Utilize DAXKO software proficiently for managing memberships and program registrations.
• Operate DAXKO Engage to log member interactions each shift and complete related tasks.
• Manage scheduling effectively using SmartStart.
• Adhere to all YMCA policies, regulations, safety protocols, including emergency procedures; document incidents and accidents as required.
• Perform additional duties as assigned.

Qualifications and Requirements

• No formal education prerequisites.
• Strong interpersonal communication and problem-solving abilities.
• Capability to engage effectively with diverse community members from varying social and economic backgrounds.
• Experience handling multiple tasks simultaneously is essential.
• Ability to address practical problems and work with varying situations that may lack standard solutions.
• Competent in interpreting written, spoken, and diagrammatic instructions.
• Comfortable working in moderately noisy environments and occasional exposure to outdoor weather conditions.
• Basic math skills, including addition, subtraction of two-digit numbers, multiplication, and division by 10s and 100s, particularly using U.S. currency and measurement units.
• Physical capabilities include standing, walking, sitting, using hands and fingers, and normal hearing and speaking abilities; vision requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment.
• Proficient reading and writing skills to interpret safety guidelines, operating instructions, and to produce routine reports and correspondence.
• Completion of a New Employee Orientation provided by the YMCA is mandatory; further training, certifications, or licenses may be required throughout employment.