Membership Service Representative for Greenknoll and Ydeac Facilities

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Membership Service Representative at the Regional YMCA of Western CT intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined. Responsible for any related duties, including, but not limited to, all functional procedures associated with operating the Front Desk, and accurate monitoring and control of cash receipts and reports during a shift. On duty, the membership representative must create a professional, efficient and enthusiastic setting at the Y, which encourages new member growth and current member retention. The member representative must maintain an informed knowledge of all program areas to correctly handle inquires or forward to appropriate department Directors when necessary. This position supports the mission of the Y, a leading nonprofit organization dedicated to strengthening communities through youth development, healthy living, and social responsibility. The Membership Service Representative at the Regional YMCA of Western CT plays a crucial role in fostering a welcoming, genuine, hopeful, nurturing, and determined culture.

Responsibilities include, but are not limited to, managing all front desk operations and accurately monitoring and reporting cash receipts during each shift. The membership representative is expected to create a professional, efficient, and enthusiastic atmosphere at the Y, which promotes the growth of new members and the retention of current members.

Additionally, the representative must maintain a thorough understanding of all program areas to effectively handle inquiries or direct them to the appropriate department directors when necessary.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.

• We are welcoming: We are open to everyone and provide a place where you can belong and grow.
• We are genuine: We value you and embrace your individuality.
• We are hopeful: We believe in you and your potential to be a catalyst for change in the world.
• We are nurturing: WW support you on your journey to reach your full potential.
• We are determined: Above all else, we are committed to making our community stronger, starting with you. We support you in your journey to develop your full potential.
• At the Y, we strive to fulfill our purpose of strengthening communities with intention and purpose every day.

Qualifications

• Previous experience in customer service is preferred.
• The ability to solve problems is essential.
• Supervisory experience is also preferred.
• Excellent computer skills and familiarity with standard business software are required.
• Ability to effectively communicate and relate to diverse groups of people from all social and economic backgrounds in the community.
• Completion of our New Employee Orientation is required, which includes training on Child Abuse Prevention, Bloodborne Pathogens, and Sexual Harassment, Bloodborne Pathogens and Sexual Harassment Training.

Essential Functions

1. Welcomes all members, program participants, and guests to the YMCA.
2. Collects and verifies all membership cards for accuracy and validity.
3. Reviews of all membership and program registration forms to ensure they are complete during registration.
4. Ensures that all membership forms are fully completed and that any additional documents are copied and attached.
5. Provides new and prospective members with a facility tour, along with accurate information about policies, schedules, and procedures.
6. Ensures that only paid members, guests, Nationwide members, and program participants have access to the facility.
7. Answers multi-line phone calls, addresses routine inquiries, and forwards messages to the appropriate personnel.
8. Maintain effective Front Desk support systems for all professional staff to encourage communication between departments.
9. Ensure that no one loiters around the Front Desk area.
10. Responsible for presenting a professional, efficient, and positive image at the Front Desk.
11. Read, understand, and initial daily communication memos.
12. Handle membership sign-ups and program registrations, including providing computer-generated receipts.
13. Issue appropriate membership and program cards upon registration.
14. Check daily shift receipts and close-out reports for accuracy, and deposit them in the locked office safe at the end of your shift.
15. Relay important information to the next shift personnel.
16. Route incoming mail to the appropriate staff members.
17. Regularly review Emergency Procedures and react appropriately during conflicts.
18. Maintain a professional and personable appearance that reflects our organization's values. 19. Communicate any issues with members or guests to the Member Engagement Director or the Director on Duty.
19. Keep the schedules updated with all relevant information for various departments.
20. Oversee financial assistance memberships and contact members regarding low facility usage.
21. Review completed membership forms and hold/termination forms to ensure accuracy in both the software system and physical documentation.

Essential Functions

The physical demands outlined below are representative of the requirements an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to fulfill these essential functions.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods and must be able to communicate via computer and phone or smart device.
• The physical activities associated with this position may include climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, lifting, using fingers, talking, hearing, and repetitive motions. These activities may occur 50% to 90% of the time while performing regular duties.
• The employee must occasionally lift and/or move items weighing up to 30 pounds.
• The specific vision abilities required for this job include close vision, distance vision, and the ability to adjust focus.
• Workers are exposed to various environmental conditions. While protection from weather changes is provided, there is not necessarily protection from temperature changes. Employees may encounter both indoor and outdoor environmental conditions.
• The physical demands of this position may include light work, which involves exerting up to 20 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the job requires the use of arm and/or leg controls that require exertion beyond what is typical for sedentary work, and the worker sits most of the time, the role is classified as light work.
• The worker must possess visual acuity to assess the accuracy, neatness, and thoroughness of assigned tasks or to make general observations of facilities and structures.
• The noise level in the work environment is generally moderate.