Member Customer Service Representative- Monty Ballard

YMCA of Greater Houston; Katy (TX); On-site; USD 22,000 - 28,000; Full time

Job summary

The YMCA of Greater Houston is seeking a Member Services representative to deliver outstanding service to current and prospective members. You will answer questions, enroll new members, process applications, and guide tours of the facility to promote memberships.

You will embody the YMCA core values and work with the Membership Department to ensure smooth, compliant operations and a high-value member experience.

Qualifications

• CPR/AED and First Aid certifications required within 30 days of hire.
• Excellent interpersonal and problem solving skills.
• Ability to connect with people from diverse backgrounds.
• Previous customer service or sales experience.
• Basic knowledge of computers.

Responsibilities

• Promotes YMCA five core values in all activities.
• Answers inquiries and provides information on membership and programs.
• Provides prompt, courteous service to members and guests in person and on the phone.
• Builds relationships with members and connects them with the YMCA.
• Responds to and resolves member concerns.
• Enrolls new members and processes membership applications.
• Registers members and participants in classes and programs.
• Gives tours of facility and sells memberships.
• Implements procedures in the Membership Department and ensures policy compliance.
• Reports suspicious behaviors and policy violations.
• Meets timelines related to timekeeping and compliance.
• Attends staff meetings and trainings.

Skills

Interpersonal skills

Problem solving

Customer service

People skills

Basic computer knowledge

Education

CPR/AED certification

First Aid certification

Job description

Brief Description

Provides service and information to current and prospective members through positive communication.

Summary

Brief Description

Provides service and information to current and prospective members through positive communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Promotes and incorporates the YMCA five core values into all activities.


• Answers inquiries and provides information on YMCA membership and programs.


• Provides prompt and courteous customer service to current and prospective members and guests in the Y and on the phone, contributing to member retention.


• Builds relationships with members; helps members connect with one another and the YMCA.


• Responds to and resolves members concerns.


• Enrolls new members and processes membership applications.


• Registers members and participants in classes and programs.


• Conducts interviews and/or tours of facility responsive to the needs of the prospective members; sells memberships.


• Implements procedures pertinent to the effective and efficient operation of the Membership Department. Ensures compliance with membership policies and procedures.


• Report suspicious and inappropriate behaviors and policy violations.


• Follows mandated abuse and incident reporting requirements.


• Meet timelines and deadlines related to supporting systems and employee compliance. Example includes but is not limited to Kronos Workforce Ready for review and approval of time sheets.


• Attends staff meetings and trainings as required.


• Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

YMCA Culture & Cause Expectations

Our mission and core values are brought to life by our culture. It’s who are, who we aspire to be and how we show up every day. We are cause-driven. We don’t just show up, we show up with purpose. As a cause driven leader you are expected to be:

• Welcoming - Accept neighbors eagerly, warmly, hospitably, and as equal participants.


• Nurturing - To care for, support, and help develop through encouragement.


• Hopeful - Take an optimistic or positive view of future outcomes.


• Determined - To devote full strength and concentrated attention to the cause.


• Genuine – To be honest and open in relationships with others.

YMCA Competencies (Leader)

Mission Advancement

Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration

Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness

Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth

Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up‑to‑date knowledge and skills in technology.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum age of 16 years old.


• Certifications required within 30 days of hire: CPR/AED, and First Aid.


• Excellent interpersonal and problem solving skills.


• Ability to connect with people of diverse backgrounds.


• Previous customer service, sales or related experience.


• Basic knowledge of computers.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to resolve routine problems. Ability to maintain confidentiality. Ability to be sensitive and alert to the needs, feelings, and safety of others.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk and hear. The employee frequently is required to walk. The employee frequently is required to use hands to finger, handle, and/or feel objects, tools, and/or controls The employee must occasionally lift and/or move up to 10 pounds. Possess adequate vision and hearing to safely monitor environment and effective communicate with members

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The YMCA of Greater Houston provides Equal Employment Opportunities for employment to all employees and applicants, including disability and protected veteran status.