Member Services Associate

Member Service Associate

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. Under the guidance and supervision of the Membership Director and Coordinator, the Members Service Associate is responsible for promoting a positive, professional and welcoming atmosphere by providing excellent member service and exemplifying our Y values.

Essential Duties And Responsibilities:

• Perform and provide excellent customer service skills by exceeding expectations. Consistently greet every person who enters the Y (by name, if known) and recognize all members and guests when they leave.
• Register for membership and/or programs by inputting data in the computer, collecting the proper payment and verifying the accuracy of information on Y forms.
• Be knowledgeable about all Y programs and sell them effectively. This includes being familiar with all current program information, upcoming events and other special activities. If information is not available, be responsible for obtaining the correct information, updating front desk resources and providing information to members.
• Assist in controlling secure access to the facility.
• Engage in active listening with members and program participants in order to build relationships, understand individual's goals and interests and take the initiative to ensure the members have a positive experience. Responding to member's needs may require contacting appropriate personnel when necessary.
• Effectively negotiate and resolve customer/member service problems. Use appropriate forms to communicate concerns or praise. Inform supervisor of unusual situations or unresolved issues.
• Keep all other shifts and staff updated on any information and communication necessary to do their jobs efficiently and effectively.
• Provide member/potential member facility tours as needed, sharing the Y mission, in an accurate and courteous manner.
• Assist in maintaining a safe, sanitary & clean lobby area.

In addition to the essential duties and responsibilities, the Member Service Associates will:

• Pursue/participate in ongoing Member Service training.
• Participate in the annual campaign by giving, campaigning or both.
• Attend Member Service staff meetings.

Work Environment And Physical Demands:

• Ability to perform all physical demands of the position including walking, standing, bending, reaching and lifting.
• Must be able to move freely and quickly throughout the Y facility.
• Communicate effectively with people; and use a computer.