Member Services Staff
General Function:
Under the supervision of the Membership Experience Director or designated supervisor, and in harmony with the mission and purpose of the established policies and goals of the Peninsula Metropolitan YMCA, the Member Services Staff is an essential role for member acquisition and member engagement. The incumbent will be responsible for the delivery of an outstanding member experience by intentionally connecting people to our cause through our service and engagement principles.
Qualifications:
1. Minimum of 18 years of age.
2. Minimum of one (1) year of experience in working in a sales role preferred.
3. Ability to interface with basic software programs and use phone systems.
4. Knowledge of sales practices and techniques.
5. Ability to perform math skills required to accurately manage money and accounting procedures for YMCA software operations.
6. Possess business professional communication skills.
7. Certification in CPR/First Aid/AED/O2/CAP required within 60 days of hire.
8. Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
9. Satisfactory completion of a criminal background check and Child Protective Services check.
Essential Functions:
1. Support the mission, vision and goals of the YMCA.
2. Promote a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.
3. Lead in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
4. Ensure everyone who enters the building is greeted, checked-in, and newly processed when necessary. Specifically greet members by their name as they are scanned into the system.
5. Implement the daily operations of the Welcome Center.
6. Conduct phone and in-person prospective member inquires and provide welcoming and thorough tours; Close all inquires/tours with an invitation to join the YMCA.
7. Responsible for maintaining cleanliness of area as well as replenishing supplies.
8. Wear staff uniform and name tag, or professional attire when appropriate.
9. Responsible for completing membership/program paperwork and processes into current YMCA operations systems.
10. Efficiently answer multiple line phones with YMCA greeting.
11. Attend staff meetings and trainings as scheduled.
12. Ensure all members, guests, and program participants are in a safe environment and actively follow branch Emergency Operations Plan (EOP).
13. Follow department Platinum standards.
14. Follow mandated abuse reporting requirements.
15. Act as a leader in emergency situations. Report any accidents or incidents according to Emergency Communication Action Plan.
16. Promote and participate in YMCA fundraising efforts to include Annual Support and United Way Campaigns.
17. Carry out other related duties as deemed necessary by the Membership Department and branch operations to ensure an excellent member experience.
YMCA Competencies (Leader):
• 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 meaning; speaks and writes effectively. Takes initiative to assist in developing others.
• Operational Effectiveness: Makes sound judgments, and 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, and reports all financial irregularities immediately. 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.
Skills and Ability Requirements:
1. Ability to read, analyze and interpret documents.
2. Ability to respond effectively to inquiries or complaints.
3. Ability to apply mathematical concepts to practical situations.
4. Ability to reason and define difficult problems with limited direction as to means and results.
5. Ability to meet the physical demands of this position.
Effect on End Results:
1. The membership growth and retention plan for the branch is achieved.
2. A high degree of member satisfaction is achieved as measured by Net Promoters.
3. A positive image of the YMCA is portrayed to members, staff, volunteers and the community.
4. A pleasant and comfortable working environment is maintained for all staff.
5. Relationships are strengthened through intentional interactions.
6. The facility will be safe, clean and an enjoyable place as measured by Q Checks and Risk Management Audits.
7. Superior quality standards are met as evidenced by department Platinum Score Results.
This job description is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor. Job descriptions are reviewed periodically and may be revised if deemed necessary. This job description is not a written or implied contract.
Other details
- Pay Type Hourly
- Min Hiring Rate $8.11
- Max Hiring Rate $9.73
- YMCA Health & Wellness Center, 4001 Coliseum Dr, Hampton, Virginia, United States of America