The Full-time Member Service Representative will deliver excellent service to all members, guests, and program participants.
This position directly supports the Member Experience Director position. This person will implement all membership systems under the supervision of the Member Experience Director. As part of the Membership team, the Full-time Member Service Representative will deliver excellent service to all members, guests, and program participants. This person will respond to member and guest needs, promote memberships and programs, and maintain cleanliness and organization of the lobby area. This position works Sunday 8am-6pm, Monday 11:45am-9:45pm, Tuesday 11:45am-9:45pm, and Wednesday 8:30am-5pm.
- Implements membership systems in a fast-paced environment to make membership adjustments at the branch.
- Handles all quality control and works closely with association staff on membership issues.
- Supports the Member Experience Director in retention of all members through quality service and expertise.
- Participates in staff meetings and association committees as assigned.
- Assists the Member Experience Director in Annual Campaign related duties.]
- Additional Branch specific functions as assigned.
- Greets all people entering the facility in a professional manner and processes their positive identification before allowing them access to the facilities.
- Reads staff manuals and communication log before the start of each shift.
- Answers all telephone calls in a professional manner according to association guidelines, transfers all calls to the appropriate Department/Director, and provides accurate information on all programs and membership(s).
- Conducts a comprehensive tour of the branch, including features and benefits.
- Assists with training new Member Service Staff.
- Provides an overview of what is included with the different types of memberships.
- Understands the current promotions being offered and how to best leverage them during the presentation of the rates.
- Captures information to pass along to the sales representative if they are not able to close the prospect on the phone or in person (Needs Assessment).
- Processes all membership and program registrations according to established procedures and issues a receipt for every transaction and distribute according to branch guidelines.
- Is familiar with emergency procedures and activates the emergency medical service as needed.
- Assists in keeping the Member Service Desk and Lobby areas neat and clean.
- Schedules substitutes, if unable to work scheduled shifts, and notifies the Member Experience Director of any shift changes.
- Completes cash out efficiently and accurately at the end of each scheduled shift.
- Follows opening and closing procedures.
- Adheres to staff dress code.
- Addresses member concerns in a professional manner.
- Related education and/or experience in customer service/membership
- Detailed oriented with quality control experience preferred.
- Proficient and prior experience with standard business software such as Excel, Google Docs and Microsoft.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
As required of the program area in which the position serves. See appropriate Hockomock program quality standards, hiring requirements or state licensing requirements as applicable. All certifications must be renewed in a timely manner in accordance with general YMCA policies. Certifications should include, but not be limited to:
- CPR
- First Aid
- Listen First
- Child Abuse Prevention
- Darkness To Light
- Redwoods Safety related training