Member Services Representative

Job Title:

Member Services Representative

Department: Membership

Work Location:

Albany and/or Troy Clubhouse

Reports to:

Membership Director

Salary: $15.50-$16.00/hr

Hours &

Schedule:

15-25 hours/ week hours may vary based on hours of operation

Classification: Part-Time, Non-Exempt

Benefits: Sick leave, Supplemental health insurance, New York Paid Family Leave benefits, employee assistance program (EAP), and eligibility for additional third-party discounts.

Organizational Values

At the Boys & Girls Clubs of the Capital Area (BGCCA), you'll find more than just a job. You'll be part of realizing our mission to inspire and enable all young people, especially those who need us most, to realize their full potential as productive, responsible and caring citizens. Our team works together to ensure that youth in the Capital Area are given an opportunity to succeed and flourish in today's fast paced environment.

Overview of Your Role

The primary function of the Member Services Representative will be to deliver professional customer service, relationship building and sales skills to create a welcoming environment  incumbent will provide in-depth information related to BGCCA programs, activities, and special events while assisting with the attraction and retention of members, including the collection and processing of monetary transactions and information for members, participants and guests.

The position also supports data collection and analysis systems and may assist with other administrative or clerical support activities as assigned.

KEY ROLES (Essential Job Responsibilities):

The following job functions are considered essential for this position:

• Greet and welcome guests as soon as they arrive at the office and notify appropriate staff of visitors.
• Maintain office security by following safety procedures and controlling access via the reception desk. (manage intercom system, monitor logbook, assist with main office security systems)
• Maintain electronic and hard copy filing systems, ensuring accuracy and timely updates for easy information retrieval.
• Keep updated records of office cash handlings and store all records appropriately.
• Provide basic and accurate information regarding Club programs/events in-person and via phone/email.
• Answer, screen, and forward incoming phone calls professionally
• Manage and update general voicemail/message service and receive and distribute messages accordingly.
• Receive, sort, and distribute daily mail/deliveries.
• Respond to and follow procedures for incidents and emergencies as the main point of contact.
• Act as the main point of contact for all Club-Main Office communications, including incident/injury reporting to external providers as necessary.
• Perform other clerical receptionist duties such as photocopying, sorting, filing, and data entry for Main Office staff as needed.

WORK ENVIRONMENT:

Fast-paced office environment serving as the primary reception and communication hub. Regular interaction with diverse populations including youth members, families, staff, and community partners. May involve handling cash transactions and confidential information.

TRAVEL REQUIRED:

No regular travel required. Occasional local travel between Albany and Troy locations may be requested based on operational needs.

RELATIONSHIPS:

Internal:
Maintains close, daily contact with Club staff (professional and volunteer), Club members, and supervisor to receive/provide information, discuss issues, explain or interpret guidelines/instructions.

External:
Maintains contact as needed with external community groups, schools, members' parents and others to assist in answering questions or resolving issues that might arise.

CREDENTIALS, SKILLS/KNOWLEDGE REQUIRED:

Education and Experience:

• High School Diploma or GED required
• Associate's degree preferred
• Minimum 1 year experience in member services and/or customer service
• Experience with computers, software, phone systems, and data management preferred
• Must be 21 years of age

Required Certifications:

• Must complete all required BGCCA training within first 60 days of employment

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Excellent…