The posting
The YMCA of Metropolitan Washington is one of the largest charities in the DC area. The Y serves as an anchor in the community offering programs and services encompassing youth development, healthy living, and social responsibility.
Position: Membership Service Representative Salary: $15/hr The YMCA of Metropolitan Washington is a leading nonprofit organization that has a strong commitment to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. The Y is a cause driven organization that offers tremendous opportunities to make a difference. We invite you to join us in this amazing work to develop your skills, to realize your leadership potential and discover a career that is so much more than a job. About the Job The Membership Service Representative (MSR) position reports to the Membership Director. This position serves as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs. Handles a variety of front desk responsibilities for members and guests including, but not limited to: guest tours; new membership sales; member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; program registration; Easy to Enroll process; and, basic computer entry. Develop engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission. Provides outstanding customer service to all members, guests, staff and the community at-large.
Qualifications and Skills:
High school diploma or GED;
Must possess initiative, enthusiasm, common sense/good judgement, strong customer service skills and the ability to remain calm in stressful situations.
Detail-oriented, multi-tasker with strong organizational skills that can maintain a clean, uncluttered front desk workspace.
Strong communication and relationship-building skills.
PC and database management skills with the ability to perform repetitive data entry duties and learn new software programs and processes quickly.
Benefits:Did you know that just for being a YMCA employee you get great benefits and discounts from banks, credit unions, Verizon Wireless, Sprint, Dell, Veterinary Pet Insurance, supplemental (AFLAC, ALLSTATE, Vision Care, LegalShield) and even Zip Car! The YMCA of Metropolitan Washington provides progressive employee benefits, including employer-funded retirement plan with vesting after two years of service or 1000 hours compensated time in each of those two years; 403(b) savings plan; high quality and affordable healthcare; free YMCA membership for employee, spouse and dependents; paid time off/sick leave, numerous professional development opportunities.
Basic Function and Scope of Responsibility:
The Membership Service Representative plays a key role in support of the YMCA mission by ensuring the reliable and consistent delivery of outstanding customer service to members and guests at the front desk of their YMCA branch. Reporting to the Membership Director, the basic function and scope of responsibility for the Membership Service Representative includes:
Meeting Association standards for the handling of a variety of front desk responsibilities for members and guests including, but not limited to: guest tours; new membership sales; member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; program registration; Easy to Enroll process; and, basic computer entry
Serving as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs
Developing engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission
Providing outstanding customer service to all members, guests, staff and the community at-large
Supervisory Responsibility:
X No Supervisory responsibility
¨ Provides guidance, leadership, or training to other employees (no direct supervision)
¨ Directly responsible for supervising non-exempt, clerical, or office administration personnel
¨ Directly responsible for supervising exempt, professional, or technical employees
¨ Directly responsible for supervising supervisory/managerial employees
Organizational Structure:
Job title to which this position reports: Membership Director
Job titles directly reporting to this position: None
Job titles indirectly reporting to this position: None
Essential Duties and Responsibilities:
Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”
Delivers the YMCA mission and philosophy to staff, members and guests
Reporting to the Membership Director, meets Association standards for front desk operations in serving members and guests
Takes a proactive role in solving member problems and directing them to the appropriate resources. Must have complete knowledge of all Member Handbook policies; Association and Branch standard operating procedures; and branch programs/activities
Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director’s guidance to best support the branch’s membership sales and retention results
Responsible for financial transactions at the front desk, which may include, but not be limited to, program registration, membership sales, authorized disbursements & merchandise sales
Ensures that membership applications and the affiliated data entry is complete and correct
In accordance with Association standards, supports the implementation of the branch membership acquisition plan in meeting the monthly acquisition and retention goals
Responsible for the security of the building and members/guests by requiring members to present their cards for scanning and for visitors to sign visitors log and present picture ID
Responsible for accurate membership records, receipts and cash, as well as ensuring that end-of-shift reports are complete and accurate
Supports Member Service team reports under the direction of the Membership Director
Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.)
Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities
Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention
Maintains close daily contact with the Membership Director on the status of membership accounts and operations at the branch
Other duties as required
Customer Service Standards:
Staff Engagement:
Greet all members with a smile, eye contact and by name
Be knowledgeable of all programs and activities to engage members
Introduce members to each other
Facility Excellence:
Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude.
Ensure that information communicated and/or displayed is updated and accurate
Be proactive and responsive to all members needs
Show:
Share personal Y experience with all
Share Y Mission stories
Education, Certification, Skills, and Experience:
High school diploma or GED
Must posses initiative, enthusiasm, common sense/good judgement, strong customer service skills and the ability to remain calm in stressful situations
Detail-oriented, multi-tasker with strong organizational skills that can maintain a clean, uncluttered front desk workspace
Strong communication and relationship-building skills
PC and database management skills with the ability to perform repetitive data entry duties and learn new software programs and processes quickly
YMCA Leadership Certification:
Position requires ongoing progress towards Leader Certification
Hours: Hours available are primarily weekends. Some weekday shifts may be available. Friday 11am-5pm or 3pm to 10:15pm Saturdays 6am-1pm or 1pm-8pm Sundays 9am-5pm Availability to pick up shifts any time from 5:30am-10pm a plus
Working Conditions:
Ability to work weekends and evenings for branch and corporate functions
Ability to sit, stand or move for extended periods of time
Able to bend for purposes such as filing, inventory counts, etc
Able to walk up and down stairs, as needed, when giving tours
