Member Service Representative

West Suburban YMCA; Newton Corner (MA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free YMCA membership

Inclusive culture

Supportive work environment

Job summary

The West Suburban YMCA is seeking energetic Member Services Representatives to join our team at our Church St location. This role delivers excellent service to members, guests, and program participants, promotes memberships and programs, and maintains a welcoming lobby area.

Qualifications include CPR/AED and First Aid within 30 days, strong interpersonal and problem-solving skills, and the ability to relate to diverse communities.

Qualifications

• CPR/AED and First Aid certifications required within 30 days of hire.
• Excellent interpersonal and problem-solving skills.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Previous customer service, sales or related experience.
• Basic knowledge of computers.
• Prioritization in a high-volume environment with attention to detail and strong organizational skills.

Responsibilities

• Provide excellent service to members, guests, and participants; support member retention.
• Conduct tours for prospective members and promote memberships.
• Foster authentic relationships; help members connect with others and the YMCA.
• Address membership concerns and escalate unresolved issues to supervisor.
• Maintain lobby/desk cleanliness and ensure information materials and promotional items are stocked.
• Perform routine area cleaning and keep records as required.
• Adhere to YMCA policies regarding member services.
• May monitor locker rooms as required.
• Know and follow emergency procedures; respond promptly and complete related reports.
• Attend staff meetings and trainings.
• Present a professional demeanor in uniform.
• Willingly take on additional duties as assigned.

Skills

Interpersonal skills

Problem-solving

Customer service

Diversity & inclusion

Organizational skills

Detail oriented

Tools

Basic computer skills

Job description

The WSYMCA is seeking enthusiastic Member Services Representatives to join our team at our Church St location!

FREE MEMBERSHIP!
INCLUSIVE, FUN AND WELCOMING CULTURE!
SUPPORTIVE ENVIRONMENT WHERE ALL TEAM MEMBERS THRIVE!

POSITION SUMMARY:

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

ESSENTIAL FUNCTIONS:

1. 1. Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
2. 2. Conduct tours responsive to the needs of prospective members; sells memberships.
3. 3. Builds authentic, effective relationships with members; helps members connect with one another and the YMCA.
4. 4. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
5. 5. Ensures that the lobby and desk areas are clean and adequately supplied with informational materials, schedules, forms, and promotional items.
6. 6. Conducts routine cleaning of area, records as appropriate.
7. 7. Applies all YMCA policies dealing with member services.
8. 8. May monitor the locker rooms as required.
9. 9. Knows/reviews all emergency procedures and responds to emergency situations immediately in accordance with YMCA policies and procedures. Completes related reports as required.
10. 10. Attends all staff meetings and in-service trainings.
11. 11. Must present a professional demeanor in proper uniform.
12. 12. Willingness to accept responsibilities and duties other than those assigned.

QUALIFICATIONS:

1. 1. Certifications required within 30 days of hire: CPR/AED, and First Aid.
2. 2. Excellent interpersonal and problem-solving skills.
3. 3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community
4. 4. Previous customer service, sales or related experience.
5. 5. Basic knowledge of computers.
6. 6. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
7. 7. Ability to prioritize in an environment that has substantial fluctuations in volume. Detail oriented and excellent organizational skills.

Physical Demands:

1. 1. Ability to continuously stand or walk for length of shift.
2. 2. Ability to bend, squat, climb stairs and lift up to 25 lbs.

The West Suburban YMCA is a charitable organization that welcomes all by creating a community that hires individuals of any age, race, gender, religion, heritage, economic circumstance, or physical ability. We focus on youth development, healthy living and social responsibility to ensure all children, adults and families are healthy, confident and connected.