Member Service Associate (Part Time) (Mid-Day/Evening and Weekends) I Steve Clark

GENERAL FUNCTION: Under the direction of the Membership/Senior Program Director, the Membership Service Associate will provide leadership through excellent customer service by having a clear knowledge of YMCA programs and services. This position has a direct impact on overall membership retention and satisfaction.

MINIMUM ENTRY REQUIREMENTS

Education/Experience Requirements:

1. Minimum age of 20
2. Minimum of one year experience in customer service required
3. Experience cash handling preferred
4. Must have high school diploma or equivalent
5. Must have completed all COE for this position

Physical/Mental Requirements:

1. Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit, stand, walk, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks
2. Must demonstrate attention to detail and ability to count and do basic math associated with a cash drawer
3. Must communicate effectively, both orally and in writing
4. Must possess mental alertness, problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing, chaotic environment
5. Must be able to show initiative in the absence of supervision
6. Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
7. Must always present a neat and professional appearance

Job Requirements:

1. Commitment to the YMCA mission, vision and values
2. Must attend New Employee Orientation within 30 days of hire
3. Complete CPR/AED, First Aid, O2, Listen First Workshop, and Membership Training in accordance with Conditions of Employment
4. Understand and abide by all policies and procedures as set forth by the association
5. Work a schedule that reflects the needs of the branch, including evenings and weekends

JOB RESPONSIBILITIES

1. Providing excellent service by having a great knowledge of YMCA programs, services and systems.

2. Effectively communicating and demonstrating the mission, vision and values of the YMCA.

3. Responsible for following directions, being flexible and creating an engaging environment while working with people of all ages and backgrounds.

4. Maintaining a safe and clean facility at all times.

5. Providing excellent customer service through the following:

a. Exceeding the expectations of the members through efficient and knowledgeable service

b. Greeting and becoming familiar with members, guests and program participants by name

c. Handling all questions and concerns in a courteous, professional manner

d. Receiving feedback from members and sharing with supervisor in a timely manner to help improve service

e. Having a comprehensive knowledge of programs and facilities

f. Being prepared at all times to greet and help members

g. Exhibiting a positive attitude and refraining from negative comments, attitude, and overall demeanor

6. Responsible for making membership retention a priority by:

a. Selling the value of YMCA membership

b. Following and enforcing policies and procedures of the association to ensure a safe and professional environment

c. Promoting an engaging environment that focuses on welcoming, connecting, and supporting through genuine interactions with our members and guests

7. Having a comprehensive knowledge of the following YMCA systems:

a. Financial procedures: money handling, registrations and sales to ensure accuracy

b. Opening and closing procedures: perform as needed

c. Emergency procedures: maintaining certifications and prepared to implement in case of an emergency

8. Constantly striving to improve the current services provided by:

a. Attending mandatory staff meetings and association wide customer service, sales and program trainings.

b. Providing feedback and suggestions to improve services and/or systems.

9. Completing cleaning list and other duties while on duty.

10. Supporting Strong Community Campaign efforts.

11. Refraining from making negative comments on social networking sites.

12. Child Abuse Prevention - Responsible for adhering to boundary policies, attending required training, reporting concerns, following mandated reporting policy, fulfilling job-specific responsibilities such as maintaining and securing unused areas, and ensuring proper sign-in/out procedures.

13. Performing all other duties as assigned.

EFFECT ON END RESULT:  A welcoming, engaging and supportive environment is provided for all YMCA members and guests; owning members needs and concerns, supporting the overall association, and being a positive team member.