Member Customer Service Representative- Tellepsen

Brief Description

Provides service and information to current and prospective members through positive communication.

Provides service and information to current and prospective members through positive communication.

• Promotes and incorporates the YMCA five core values into all activities.
• Answers inquiries and provides information on YMCA membership and programs.
• Provides prompt and courteous customer service to current and prospective members and guests in the Y and on the phone, contributing to member retention.
• Builds relationships with members; helps members connect with one another and the YMCA.
• Responds to and resolves members concerns.
• Enrolls new members and processes membership applications.
• Registers members and participants in classes and programs.
• Conducts interviews and/or tours of facility responsive to the needs of prospective members and sells memberships.
• Implements procedures pertinent to the effective and efficient operation of the Membership Department, ensuring compliance with membership policies and procedures.
• Reports suspicious and inappropriate behaviors and policy violations.
• Follows mandated abuse and incident reporting requirements.
• Meets timelines and deadlines related to supporting systems and employee compliance (e.g., Kronos Workforce Ready for review and approval of timesheets).
• Attends staff meetings and trainings as required.
• Other duties as assigned.

Our mission and core values are brought to life by our culture. It’s who we are, who we aspire to be and how we show up every day. We are cause‑driven. We don’t just show up, we show up with purpose. As a cause‑driven leader you are expected to be:

• Welcoming:
  Accept neighbors eagerly, warmly, hospitably, and as equal participants.
• Nurturing:
  Care for, support, and help develop through encouragement.
• Hopeful:
  Take an optimistic or positive view of future outcomes.
• Determined:
  Devote full strength and concentrated attention to the cause.
• Genuine:
  Be honest and open in relationships with others.

• Mission Advancement:
  Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund‑raising.
• Collaboration:
  Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, remains calm in challenging situations, listens for understanding and meaning, speaks and writes effectively, and takes initiative to assist in developing others.
• Operational Effectiveness:
  Makes sound judgments, transfers learning from one situation to another, embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, reports all financial irregularities immediately, and strives to meet or exceed goals and deliver a high‑value experience for members.
• Personal Growth:
  Pursues self‑development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up‑to‑date knowledge and skills in technology.

• Minimum age of 16 years old.
• Certifications required within 30 days of hire: CPR/AED and First Aid.
• Excellent interpersonal and problem‑solving skills.
• Ability to connect with people of diverse backgrounds.
• Previous customer service, sales or related experience.
• Basic knowledge of computers.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in…