Member Service Representative - Hillcrest YMCA

POSITION SUMMARY:
The Member Service Representative is responsible for conducting all member interaction tasks to promote member satisfaction, membership sales, and retention. These tasks include phone and in-person interaction with customers and YMCA staff members, administrative activities that may include member and program enrollment, record keeping, and payment processing.

ESSENTIAL FUNCTIONS:
 Perform multiple tasks in diverse situations.
 Process payments and maintain balanced cash drawer and receipting according to procedures.
 Inform supervisor and/or co-workers of any dilemmas, concerns, and updates during shift.
 Apply working knowledge of DAXKO system to job responsibilities in the following areas: data entry, maintenance, reporting, etc.
 Complete accurate data entry and maintain records on new members, renewals, program participants and guests. 
 Ensure maintenance of all member resource information at front desk.
 Maintain neat, clean and professional appearance of front desk and lobby areas.
 Attend all required trainings and staff meetings.
 Greet members / visitors according to YMCA guidelines.
 Track equipment loaned to members / visitors during visits.
 Conduct member / program participant surveys as required.
 Promote and support membership sales by following member sales process.
 Provide tours to perspective members as needed.
 Maintain a working knowledge of current programming, branch events, memberships, scholarships, fundraisers, pricing and other association events.
 Answer telephones, respond to inquires and forward messages according to YMCA member / customer service guidelines.
 Follow association Access Control guidelines.
 Responsible for retail sales.
 Be visibly involved with members, volunteers and staff in a positive, friendly manner that communicates and demonstrates the YMCA’s core values of caring, honest, respect and responsibility.
 Follow all established policies and procedures, including but not limited to, safety practices and personnel policies.
 Participate in and support association events and fundraising activities.
 Secure required trainings and/or certifications necessary for the position. 
 Other duties as assigned.

QUALIFICATIONS:
Education:
 High School Diploma or GED preferred.
 Minimum two years high school and 16 years old.

Experience: 
 Cash management experience.
 Computer and keyboarding experience.
Certification(s) & Requirements:
 CPR and First Aid certification and Safety training required within 30 days of hire. 

Technical Skills and Knowledge: 
 Strong communication skills and phone etiquette.
 Strong customer service skills.
 Organized and able to follow directions.
 Friendly, outgoing personality.
 Comfortable working in a membership driven environment.
 Demonstrated commitment to the mission and cause of the YMCA, and uphold its values and ethics.
 Able to work effectively with people of different backgrounds, abilities, opinions and perceptions.
 Willing and able to be a mandated reporter for any signs or suspicion of child abuse or neglect. All employees are required to follow the child abuse and neglect reporting process: completion of Suspected Child Abuse/Neglect reporting form, calling children protective services (696-KIDS) and notifying your immediate supervisor, branch executive, risk management, and human resources.