Customer Service Representative - Bob Adams YMCA

YMC; Lakeland (FL); On-site; USD 17,000 - 22,000; Full time

Job summary

YMCA is seeking a Part-time/Full-time Member Services Representative to greet members, promote memberships, and provide exceptional service. You will manage class signups, contactless check-ins, and handle routine transactions.

Responsibilities include assisting with program information, maintaining a welcoming lobby, and collaborating with staff to ensure a safe, clean facility. Prior customer service experience preferred.

Qualifications

• Strong interpersonal and problem-solving abilities.
• Ability to engage with diverse groups of people.
• Excellent customer service and sales orientation.
• Comfort with basic computer systems and data entry.
• CPR, First Aid, & AED certifications within 30 days of employment.
• Completion of YMCA onboarding and member experience courses within stated timelines.

Responsibilities

• Provide excellent customer service to members, guests, and program participants.
• Meet and greet individuals entering the facility and promote memberships and programs.
• Explain and sell memberships; guide prospective members to suitable classes or activities.
• Perform data entry, enrollments, cancellations, and other membership changes; process payments as needed.
• Maintain clean, organized reception area and protect member confidentiality.
• Assist in shift reports, meetings, and ongoing staff training.

Skills

Interpersonal skills

Problem solving

Customer service

Sales

Education

High school diploma or equivalent

Tools

Basic computer knowledge

CPR/First Aid/AED certifications

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.