Associate - Member Service

South Shore YMCA; Quincy (MA); On-site; USD 38,000 - 46,000; Full time

Job summary

South Shore YMCA is seeking an Associate Member Services to deliver a safe, engaging, and positive experience for all members and visitors at our Quincy location. You will greet members, process memberships and transactions, maintain a welcoming front desk, and answer questions about programs, schedules, and policies while upholding the YMCA’s standards and child protection policies.

Collaborate with staff to promote member involvement, report incidents, and support a clean, organized lobby and

Qualifications

• Experience delivering friendly, safe member services.
• Ability to process memberships and transactions accurately.
• Willingness to follow YMCA policies and procedures.

Responsibilities

• Welcome and assist members and visitors.
• Process membership registrations and transactions.
• Maintain front desk area and report maintenance issues.
• Handle cash receipts according to procedures.
• Provide information about programs and schedules.

Skills

Customer service

Effective communication

Cash handling

Teamwork

Safety awareness

Job description

Position Summary

The Associate Member Services will be responsible for providing a safe, engaging and positive experience for all members and visitors to the South Shore YMCA.

Position Summary

The Associate Member Services will be responsible for providing a safe, engaging and positive experience for all members and visitors to the South Shore YMCA.

Reports to: Membership Director - Member Service

Core Expectations

• STAFF ENGAGEMENT & DEVELOPMENT
• The ability to develop positive, effective working relationships with staff, supervisors, members, potential members and program participants are important to this position.
• Perform duties needed as delegated by Supervisors or Directors.
• Attend all staff meetings.
• Complete required trainings.
• MEMBERSHIP ENGAGEMENT & DEVELOPMENT
• Welcome, greet and engage all members and visitors, focusing on their safety, needs and enrichment.
• Process all membership and transaction related paperwork, registrations and other miscellaneous services, accurately and efficiently.
• Responsible for handling and reporting all incidents with staff and members to Member Service Directors.
• Take responsibility for cash balance, receipts and following the cash receipt procedures as outlined.
• Attendance must be reliable and consistent.
• Present a professional manner through a neat and clean appearance and proper attire as outlined in the membership dress code policy.
• Represent the YMCA and interact with members in a friendly, engaging and professional manner.
• Educate members of all policies and procedures of the YMCA and membership department.
• Provide up to date information and answer questions about programs, schedule and policies of the YMCA in a friendly and courteous manner, both in person and over the phone.
• Understand and abide by all policies and procedures outline in the South Shore YMCA Employee Handbook.
• Build relationships with and among members.
• Respond to inquiries and resolve problems. If unable to resolve, connect to correct person to resolve.
• Create a safe and supportive community environment.
• Assist in recruiting and engaging new members.
• Connect members to the YMCA’s cause.
• Actively seek member/participant interaction and feedback.
• Give tours to prospective members.
• Become proficient with all software utilized at the front desk.
• Ensure that the South Shore YMCA Child Protection Policies are fulfilled.
• FACILITY MANAGEMENT

Maintain a clean and organized front desk and lobby.

Record and report any faulty equipment and /or lapse of maintenance to the proper people.

Follow up on any issues brought to desk regarding facility or locker rooms.

Volunteer Development

Builds and develops volunteer capacity, sharing the social responsibility.

Community Involvement & Support

Assist in YMCA fund raising activities/events, and engage in collaborative relationships with community organizations in order to strengthen support and build community.

YMCA COMPETENCIES - LEADER

Mission and Community Oriented – Accepts and demonstrates YMCA values. Work effectively with people of all backgrounds and levels. Willingness to serve and fulfill community needs. Recruit volunteers and build supportive relationships with them.

People Oriented – Remains calm in challenging situations and seeks to understand the underlying cause. Speaks and writes effectively. Develops rapport, relates well and takes initiative to assist in developing others.

Results Oriented – Discovers ideas to create and deliver a high-value member experience. Makes sound judgments, establishes goals, supports fundraising, and adheres to budgeting procedures

Personal Development – Recognizes personal strengths and limitations, pursues self-development and demonstrates flexibility.

Qualifications

PHYSICAL DEMANDS

The employee must occasionally lift and/or move up to 25 pounds.

While performing the duties of this Job, the employee is regularly required to sit, stand; walk and talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch.