Customer Service Representative

YMC; Lakeland (FL); On-site; USD 28,000 - 36,000; Full time

Job summary

YMCA seeks a proactive Membership Services Representative to greet members and guests, promote memberships and programs, and maintain a welcoming front desk. You will engage health seekers with motivational interviewing, lead facility tours, and process enrollments with accuracy and courtesy.

The role emphasizes excellent customer service, data integrity, and collaboration with staff to support a healthy community lifestyle.

Qualifications

• Provide excellent customer service to members, guests, and program participants.
• Greet individuals entering the facility and assist with their needs.
• Use motivational interviewing and Listen First skills to assess member interests and guide decisions.

Responsibilities

• Give tours of facilities to prospective members and promote memberships.
• Sell memberships and enroll participants in programs and classes.
• Maintain accuracy in data entry and handle financial transactions related to enrollments and cancellations.
• Control access by registering guests and scanning membership cards.
• Maintain confidentiality of personal and financial information.
• Collaborate with staff and prepare shift and deposit reports.
• Attend staff meetings and participate in ongoing training.
• Inspect the work area for safety and report issues promptly.

Skills

Interpersonal skills

Problem solving

Sales experience

Customer service

Basic computer skills

Education

High school diploma or equivalent

Tools

CPR

First Aid

AED

Job description

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.QUALIFICATIONS: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 community5. 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.