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.

MINIMUM ENTRY REQUIREMENTS

Education/Experience Requirements:

• Minimum age of 20
• Minimum of one year experience in customer service and cash handling
• Must have high school diploma or equivalent
• Must have completed all COE for this position

Physical/Mental Requirements:

• Must be able to frequently perform the following physical activities; bend, stoop, kneel, twist, reach with hands, sit, stand, walk, move up to 35 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks
• Must demonstrate an attention to detail and ability to count and do basic math associated with a cash drawer
• Must communicate effectively, both orally and in writing
• Must possess mental alertness, problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing, chaotic environment
• Must be able to show initiative in the absence of supervision
• Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
• Must present a neat and professional appearance at all times

Job Requirements:

• Commitment to the YMCA mission, vision and values
• Must attend New Employee Orientation within 30 days of hire
• Complete CPR/AED, First Aid, O2, Listen First Workshop, and Membership Training in accordance to Conditions of Employment
• Understand and abide-by all policies and procedures as set forth by the association
• Work a schedule that reflects the needs of the branch; including evenings and weekends

JOB RESPONSIBILITIES

• 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 YMCA’s 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 YMCA’s 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.