Member Service Associate

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• Job Category:
  ** MEMBERSHIP
• Industry:
  ** Customer Service, Health & Fitness
• Relocation Expense Covered:
  ** No
• 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 programs, services and systems.
• 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.