Member Service Associate

• Job Category:
  ** MEMBERSHIP
• Industry:
  ** Customer Service, Sales
• Manage Others:
  ** No
• 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 bearing on overall retention and customer satisfaction.

• Providing excellent service by having a great knowledge of YMCA
• Effectively communicating the mission, vision and values of the YMCA.
• Responsible for following directions, being flexible and exhibiting friendly demeanor while working with people of all ages and backgrounds.
• Maintaining a safe and clean facility at all times.
• Providing excellent customer service through the following:
• Exceeding the expectations of the members through fast and knowledgeable service
• Greeting and becoming familiar with program participants and members by name
• Handling all questions and concerns in a courteous, professional manner
• Gathering feedback from members and share with supervisor to help improve service
• Having a comprehensive knowledge of programs and facilities
• Being prepared at all times to greet and help members
• Responsible for making membership retention a priority by:
• Selling the YMCAs value, not just its facilities.
• Enforcing policies and procedures of the association to ensure a safe and professional environment
• Responsible for being observant and mindful of the impact the YMCA has on its members and the community.
• Having a comprehensive knowledge of the following YMCA systems:
• Financial procedures: money handling, registrations and sales to ensure accuracy
• Opening and closing procedures: perform as needed
• Emergency procedures: being certified and prepared to implement in case of an emergency
• Constantly striving to improve the current services provided by:
• Attending mandatory staff meetings and city wide customer service, sales and program trainings.
• Providing feedback and suggestions to improve services and/or systems.
• Performing custodial duties as needed without being prompted.
• Supporting Strong Community Campaign efforts.
• Refraining from make negative comments on social networking sites.
• All other duties as assigned.
• EFFECT ON END RESULT:
  Ensuring a positive, safe and enjoyable environment for all YMCAs members and staff; taking ownership of members needs and concerns, supporting overall value of association, and being part of a well-managed team that is engaged in building and fostering positive relationships.