Aquatics Member Services Representative

Aquatics Member Services Representative (Saturday/Sunday)

Category: Administration
Location: Main Facility

Job Type: Part-Time
Rate: $12.80 per hour
Keywords: Membership

POSITION SUMMARY

Delivers excellent service to everyone that enters the Y. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area, break room, and copy room.

• 1. Provides support to members, guests, program participants, and fellow staff in order to fulfill the mission of the YMCA.
• 2. Provides excellent service to everyone in the Y both in person and on the phone, exceeding member expectations and contributing to member retention. Is enthusiastic towards members by learning their names and expressing an interest in their YMCA activities. Strives to enrich their YMCA experience by introducing them to new programs, staff, fellow members, and volunteer activities.
• 3. Checks in and greets members and guests accurately and efficiently. Consistently greets every person who enters the Y (by name, if known) and recognizes everyone when they leave. Ensures non-members do not access the facility without supervisor authorization.
• 4. Conducts interviews and/or tours responsive to the needs of prospective members; sells memberships.
• 5. Accurately explains programs and promotes program participation.
• 6. Contacts members, whose participation has decreased, encouraging involvement and participation.
• 7. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• 8. Promotes the Family YMCA of Emporia-Greensville as an organization that strengthens the foundations of the community.
• 9. Monitors the facility as required.
• 10. Maintains an accurate record of sales receipts, program, and membership transactions in a timely, manner.
• 11. Maintains a cash drawer and is responsible for the security of cash during their shift. Provides Business Office with balanced daily closeouts of all financial transactions performed on their shift.
• 12. Follows and enforces YMCA policies and procedures in a respectful, positive manner.
• 13. Maintains a clean, safe, and organized work environment, realizing the Membership Servies Desk is the first thing people see when they come through the door; takes the initiative to clean up/repair areas.
• 14. Dress in appropriate attire, staff shirt as an outer layer of clothing, and wear a nametag at all times.
• 15. Attends all mandatory training and staff meetings and remains current on certifications.
• 16. Observes all safety and security policies.
• 17. Ensures membership files are kept orderly and current.
• 18. Performs any and all assigned and related duties.
• 19. Builds relationships with members; helps members connect with one another and to the Y; welcomes them to our Y family.
• 20. Acts as a team member to assist other departments and administrative staff as requested.
• 21. Engages in active listening with members and program participants in order to build relationships, understand individuals' goals and interests, and take the initiative to ensure the member has a positive experience.
• 22. Provides accurate information about membership and programs.
• 23. Helps prospects and members experience the YMCA by introducing them to other staff and members. By creating these interactions, we will demonstrate that the YMCA is a place where we take the time to connect, communicate and engage in respectful and friendly relationships.
• 24. Knows our mission and core values. Models the core values.
• 25. Always has a friendly, helpful attitude and wears a smile.
• 26. Actively listens, reflects, and responds to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
• 27. Monitors the front end of the Y to ensure security and safety, as well as monitoring security cameras ensuring the entire building remains safe.
• 28. Replenishes files as needed at the Member Services Desk.
• 29. Maintains strict confidentiality regarding staff, members, and potential new members.
• 30. Must never leave the Membership Services Desk unattended unless previously approved by their supervisor, or in case of an emergency.

Mission Advancement:
Accepts and demonstrates the Y's core values of Honesty, Caring, Respect, Responsibility, and Faith. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relations with them. Supports fundraising.

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 meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness:
Makes sound judgments and transfers learning from one situation to…