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Member Services Representative

Company: Friendship YMCA
Location: Harrisburg
Posted on: November 26, 2022

Job Description:

*Harrisburg Area YMCA *

*Job Description*

Position Title: Member Services RepresentativeDepartment: MembershipSupervisor: Membership Coordinator/Director

*General Function: *

The Member Services Representative, working as part of the Member Services Team, will deliver professional customer service, relationship building, and sales skills to create a welcoming environment at the YMCA. The Member Services Representative will know, understand, and communicate in-depth information about the Harrisburg Area YMCA, such as membership options, programs, activities, special events, and more. Additionally, they will assist with the attraction and retention of members; including the collection and processing of monetary transactions and information for members, participants, and guests. TheMember Services Representative will also exhibit the core values of caring, honesty, respect, and responsibility in all aspects of their work with the YMCA.

*Entry Requirements/Qualifications: *

1. Strong communication, customer service, critical thinking, and problem solving skills.2. Ability to actively listen.

3. Initiative, resourcefulness, and capability to handle multiple tasks under limited supervision.

4. Team-building capacity and ability to cooperate and work alongside others.

5. Possess a detailed-oriented focus.6. Experience with and knowledge of computer hardware and software systems.7. Possess a positive and professional attitude.8. Strong fiscal management skills.9. Knowledge and commitment to the mission of the YMCA.

*Interpersonal Duties and Responsibilities: *

1. Perform and provide excellent customer service by exceeding member expectations.

Consistently greet members and guests of the YMCA (by name) and recognize members and guests when they leave.2. Actively listen to members and program participants in order to build relationships, understand individual's goals and interests, and take the initiative to ensure those individuals have a positive experience. When interacting with prospective members listen intently to their needs and discuss with them how the YMCA can assist in meeting those needs. Listen, reflect and respond to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.

3. Answer phone calls, direct phone calls, and provide accurate information about membership options/opportunities and programs.

4. Be a "Relationship Builder" for the YMCA. Help prospects and members experience the

YMCA by introducing them to other staff and members. By creating these interactions the Member Services Representative will demonstrate that the YMCA is a place where we take the time to connect, communicate and engage in respectful and friendly relationships. Develop new opportunities for members to interact with one another.

5. Know and understand the mission statement and core values of the YMCA. Model the core values while working with other staff, members, and guests.6. Always have a friendly, helpful attitude and wear a smile. page 1

*Essential Duties and Responsibilities: *

1. Knowledge about all YMCA programs and ability to promote and sell them effectively.

Familiarity with all current brochure information, upcoming events and other special activities, and ability to obtain correct information, update front desk resources and provide correct information to members.

2. Control access to the facility. Check-in members entering the building by scanning membership cards and obtaining proper identification of guests and non-members.

3. Register for membership and/or programs by inputting data in the computer, collecting the proper payments, and verifying the accuracy of information on YMCA forms.

4. Conduct interviews and/or tours in response to the needs of prospective members.5. Ability to sell memberships.6. Enter all transactions accurately and completely into the computer system. Balance all end of shifts and report any discrepancies to supervisor.

7. Follow and enforce all YMCA procedures and policies, including personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.

8. Maintain a clean and safe YMCA. Clean up and repair areas of concern or report them to the proper authorities.

9. Comply with the YMCA dress code. Maintain a neat and clean appearance.10. Attend and remain current on all mandatory trainings and staff meetings.11. Be knowledgeable and supportive of the YMCA annual campaign.12. Any other duties as assigned.

*Physical Demands: *

While performing the duties of this job, the employee is frequently required to sit, stand, walk, use hands and fingers, handle or feel objects, tools or controls; reaches with hands and arms; climb or balance; stoop, kneel, crouch, crawl; smell and hear. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close and distant vision, peripheral and depth perception, and the ability to adjust focus. Acute hearing skills are required.

*Work Environment: *

While performing the duties of this job, this individual may occasionally be exposed to wet conditions. The typical noise level in the Member Service area is moderate.

*Effect on the End Result: *

The Member Services Representative position, as part of the Member Services Team, will allow for more consistent and quality customer service by making members, participants and guests of the YMCA feel welcome and increase their sense of belonging to the YMCA. This position will strengthen our ability to provide accurate files, bills, and membership program information.The overall result of these actions will create engaged members and participants with a strong connection to the YMCA. Their positive experiences will result in members and participants becoming ambassadors for the YMCA.

Job Type: Part-time

Pay: $10.00 - $15.00 per hour

Shift:
* Evening shift
Weekly day range:
* Monday to Friday
* Weekend availability

Ability to commute/relocate:
* Harrisburg, PA 17112: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: Friendship YMCA, Harrisburg , Member Services Representative, Other , Harrisburg, Pennsylvania

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