Membership Associate

Description

Under the supervision of the Membership Director, the Membership Associate delivers excellent service to all members, program participants, donors, volunteers, and guests of the Gallatin Valley YMCA. The outstanding associate will respond professionally and politely to member and guest needs, promote membership and programs, and maintain cleanliness and organization of area and systems. The Member Associate is a great communicator, enthusiastic, and committed to the mission and cause of the YMCA.

The ideal candidate demonstrates a track record of sales, providing outstanding customer service, and a desire to build professional relationships with members, customers, and staff over the long term.

Evenings and weekends preferred, potential mid-day shift. Applicants should be willing to work flexible shifts, including morning openers, afternoons, weekends, and evenings.

• Builds relationships with members; greets members by name and helps members connect with one another and to the YMCA.
• Ensures member, guest, and customer satisfaction and retention through impeccable customer service and practices that promote member engagement.
• Provides member orientation and facility tours as needed. Explains the YMCA mission, volunteer opportunities, fundraising activities, and how to apply for financial assistance, if needed.
• Demonstrates strong interpersonal and communicational skills over the phone, through email, and in person.
• Provides information on programs, camps, and membership, and assists, when needed, in helping customers register for camps or programs. Answers and resolves member billing issues and provides new members with facility protocols.
• Balances and closes out sales/transactions during and at the conclusion of the shift.
• Follows proper check-in procedures for members, guests, day passes, and Nationwide Memberships ensuring that our facility is safe.
• Listens and resolves member concerns in a timely and professional manner. Informs supervisor of unusual situations or unresolved issues.
• Actively works with other Gallatin Valley YMCA departments to provide the best overall experience for participants.
• Follows YMCA policies and procedures and responds to emergency situations.
• Maintains cleanliness of the welcome area, lobby, bathrooms, and locker rooms during shift. May include shoveling snow or mopping entrance.
• Meets the standard for attendance, punctuality, and dependability.
• Participates in required department, staff, and YMCA meetings and assists in YMCA fund raising activities and special events.
• Administers background, nationwide eligibility on all prospective and visiting members.
• Assists with other duties as needed.

• High school diploma and/or equivalent relevant work experience preferred
• CPR/AED, and First Aid Certification (within 30 days of hire)
• Excellent communications skills both verbal and written required
• Exercise good judgment in decision-making for situations even when stressful
• Ability to connect and build genuine relationships with people of diverse backgrounds from all social and economic segments of the community
• Attention to detail with the ability to multi-task while maintaining excellent customer service
  • Must be accurate in cash handling and able to maintain member confidentiality
• Uses best practices and demonstrates up-to-date knowledge and skills in technology

Must be able to take potential members on tours throughout the entire facility, and must have the physical ability to act swiftly in an emergency. Position will include walking, standing, bending, kneeling, and lifting.

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, and remains calm in challenging situations. Listens for understanding and…