Customer Service Representative

YMCA of West Central Florida; Lakeland (FL); On-site; USD 21,000 - 22,000; Full time

Job summary

The YMCA of West Central Florida in Lakeland, FL 33810 is seeking a friendly Member Services Representative to greet members, respond to needs, promote memberships and programs, and maintain a welcoming lobby. You will manage information flow, scheduling, and inquiries with precision and a customer-first mindset.

The ideal candidate demonstrates strong communication, problem solving, basic computer skills, and a commitment to a healthy lifestyle; CPR/First Aid/AED training is required within 30

Qualifications

• Minimum age 18 or older.
• High school diploma or equivalent required.
• Excellent interpersonal and problem solving skills.
• Ability to relate effectively to diverse groups of people.
• Previous customer service or sales experience preferred.
• Basic computer knowledge and data entry ability.
• CPR, First Aid, and AED certifications required within 30 days.
• Complete YMCA New Employee Orientation e-learning.
• Complete YMCA Member Experience course within 60 days.

Responsibilities

• Provide excellent customer service to members, guests, and program participants in person and on the phone.
• Meet and greet all individuals entering the facility.
• Use motivational interviewing to engage constituents and determine needs.
• Give tours and promote memberships based on interests.
• Create a membership experience that connects to classes, clubs, or activities.
• Handle and resolve membership concerns and inform supervisor of issues.
• Perform data entry and financial transactions; process enrollments and cancellations.
• Control access by registering guests and scanning membership cards.
• Maintain professionalism and confidentiality of member information.
• Collaborate with other staff to ensure smooth operations.
• Assist in compiling shift and balancing reports for deposits.
• Attend staff meetings and ongoing job training.
• Visually inspect work area and equipment for safety; report issues in writing.
• Support HEPA standards by encouraging healthy lifestyles.
• Perform other related duties as assigned.

Skills

Customer service

Communication

Problem solving

Basic computer skills

CPR/First Aid/AED

Sales experience

Education

High school diploma

Tools

POS systems

Job description

Job Details

Job Location: Lakeland, FL 33810

Salary Range: $15.00 - $16.00 Hourly

POSITION SUMMARY:

Delivers excellent customer service to all members, guests, and program participants. Responsible for greeting and responding to member and guest needs, promotes memberships and programs, maintaining awareness of a wide array of programmatic, scheduling and other events, and communicating the information accurately and efficiently. Maintains cleanliness and organization of the reception desk and lobby area.

ESSENTIAL FUNCTIONS:

• 1.Provide excellent customer service to members, guests, and program participants in the YMCA and onthe phone, contributing to member retention.
• 2.Meet and greet all individuals entering facility.
• 3.Use motivational interviewing, Listen First skills, to engage YMCA constituents, members and healthseekers in conversation to determine their needs and wants in order to assist them in makingdecisions on membership, programs and other opportunities for involvement.
• 4.Give tour of facilities to prospective members/health seekers that support their interest based oninformation gathered; sells memberships.
• 5.Provide a membership experience characterized by the creation of relationships and opportunities tojoin a class, club or activity to support their pursuit of a healthy lifestyle.
• 6.Handles and resolves membership concerns and informs supervisor of unusual situations orunresolved issues.
• 7.Performs data entry, files, accurately handles financial transactions and processes variousenrollments, cancellations, and other membership changes.
• 8.Control access to the facility by properly registering guests and asking members to present and scanmembership cards.
• 9.Maintain professionalism and confidentiality in handling personal and financial member information.
• 10.Work effectively and professionally with other MSR employees.
• 11.Assist in compiling shift reports, balancing reports, and preparing those reports for deposit.
• 12.Attend and participate in staff meetings and continuing job training.
• 13.Visually inspect work area and equipment for safety and risk, report to Supervisor in writing anyproblems.
• 14.Supports The Y’s Healthy Eating and Physical Activity Standards (HEPA), encouraging children, adultsand families to adopt a healthy lifestyle and role-models the standards.
• 15.Perform other related duties as assigned.

QualificationsQUALIFICATIONS:

• 1. Minimum age requirement – 18 years of age.
• 2. High school graduate or equivalent.
• 3. Excellent interpersonal and problem solving skills.
• 4. Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• 5. Previous customer service, sales or related experience preferred.
• 6. Basic knowledge of computers.
• 7. CPR, First Aid, & AED certifications required within 30 days of employment.
• 8. Complete YMCA of the USA New Employee Orientation e-learning course.
• 9. Complete Creating The Member Experience course within 60 days of employment.