Member Services Representative

Boys & Girls Clubs of the Capital Area; City of Albany (NY); On-site; USD 21,000 - 22,000; Part time

Benefits offered by this job

Sick leave

Supplemental health insurance

New York Paid Family Leave benefits

Employee assistance program (EAP)

Third-party discounts

Job summary

The Boys & Girls Clubs of the Capital Area is seeking a Part-Time Member Services Representative to join the Membership team. The role focuses on delivering professional customer service, handling daily front-desk operations, and supporting program information and event details at Albany and/or Troy Clubhouses.

Responsibilities include greeting visitors, processing payments, maintaining filing and records, answering calls, and acting as a main point of contact for office communications.

Qualifications

• High School Diploma or GED required.
• Associate's degree preferred.
• Minimum 1 year experience in member services and/or customer service.
• Experience with computers, software, phone systems, and data management preferred.
• Must be 21 years of age.

Responsibilities

• Greet and welcome guests as soon as they arrive at the office and notify appropriate staff of visitors.
• Maintain office security by following safety procedures and controlling access via the reception desk.
• Maintain electronic and hard copy filing systems, ensuring accuracy and timely updates for easy information retrieval.
• Keep updated records of office cash handlings and store all records appropriately.
• Provide basic and accurate information regarding Club programs/events in-person and via phone/email.
• Answer, screen, and forward incoming phone calls professionally.
• Manage and update general voicemail/message service and receive and distribute messages accordingly.
• Receive, sort, and distribute daily mail/deliveries.
• Respond to and follow procedures for incidents and emergencies as the main point of contact.
• Act as the main point of contact for all Club-Main Office communications, including incident/injury reporting to external providers as necessary.
• Perform other clerical receptionist duties such as photocopying, sorting, filing, and data entry for Main Office staff as needed.

Skills

Verbal communication

Written communication

Interpersonal skills

Customer service

Teamwork

Problem solving

Organization

Time management

Google Workspace

Cash handling

Data entry

Education

High School Diploma or GED

Associate's degree

Tools

Google Office Suite

Job description

Description

Job Title: Member Services Representative

Department: Membership

Work Location: Albany and/or Troy Clubhouse

Reports to: Membership Director

Salary: $15.50-$16.00/hr

Hours & Schedule: 15-25 hours/ week hours may vary based on hours of operation

Classification: Part-Time, Non-Exempt

Benefits: Sick leave, Supplemental health insurance, New York Paid Family Leave benefits, employee assistance program (EAP), and eligibility for additional third-party discounts.

Organizational Values: At the Boys & Girls Clubs of the Capital Area (BGCCA), you’ll find more than just a job. You’ll be part of realizing our mission to inspire and enable all young people, especially those who need us most, to realize their full potential as productive, responsible and caring citizens. Our team works together to ensure that youth in the Capital Area are given an opportunity to succeed and flourish in today’s fast paced environment.

Overview Of Your Role

The primary function of the Member Services Representative will be to deliver professional customer service, relationship building and sales skills to create a welcoming environment at BGCCA. The incumbent will provide in-depth information related to BGCCA programs, activities, and special events while assisting with the attraction and retention of members, including the collection and processing of monetary transactions and information for members, participants and guests. The position also supports data collection and analysis systems and may assist with other administrative or clerical support activities as assigned.

KEY ROLES (Essential Job Responsibilities)

• Greet and welcome guests as soon as they arrive at the office and notify appropriate staff of visitors.
• Maintain office security by following safety procedures and controlling access via the reception desk. (manage intercom system, monitor logbook, assist with main office security systems)
• Maintain electronic and hard copy filing systems, ensuring accuracy and timely updates for easy information retrieval.
• Keep updated records of office cash handlings and store all records appropriately.
• Provide basic and accurate information regarding Club programs/events in-person and via phone/email.
• Answer, screen, and forward incoming phone calls professionally
• Manage and update general voicemail/message service and receive and distribute messages accordingly.
• Receive, sort, and distribute daily mail/deliveries.
• Respond to and follow procedures for incidents and emergencies as the main point of contact.
• Act as the main point of contact for all Club-Main Office communications, including incident/injury reporting to external providers as necessary.
• Perform other clerical receptionist duties such as photocopying, sorting, filing, and data entry for Main Office staff as needed.

Work Environment

Fast-paced office environment serving as the primary reception and communication hub. Regular interaction with diverse populations include youth members, families, staff, and community partners. May involve handling cash transactions and confidential information.

Travel Required

No regular travel required. Occasional local travel between Albany and Troy locations may be requested based on operational needs.

Relationships

Internal: Maintains close, daily contact with Club staff (professional and volunteer), Club members, and supervisor to receive/provide information, discuss issues, explain or interpret guidelines/instructions.

External: Maintains contact as needed with external community groups, schools, members’ parents and others to assist in answering questions or resolving issues that might arise.

Requirements

CREDENTIALS, SKILLS/KNOWLEDGE REQUIRED:

Education And Experience

• High School Diploma or GED required
• Associate's degree preferred
• Minimum 1 year experience in member services and/or customer service
• Experience with computers, software, phone systems, and data management preferred
• Must be 21 years of age

Required Certifications

• Must complete all required BGCCA training within first 60 days of employment

Required Skills/Abilities

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Ability to work independently and in a team-oriented environment
• Strong analytical and problem-solving skills
• Excellent organizational skills and attention to detail
• Ability to prioritize tasks appropriately
• Excellent time management skills with proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Google Office Suite or related software
• Cash handling experience preferred
• Must pass a comprehensive background check, including fingerprinting, child abuse clearance, and sex offender registry check, as required by BGCCA.

Physical Requirements

• Standing/walking for up to 6 hours per day
• Ability to lift and move up to 25 pounds
• Fine motor coordination for computer work and filing
• Regular verbal communication with children, staff, and parents
• Visual acuity to monitor office activities and review documents
• Ability to sit for extended periods while performing desk work

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The Boys & Girls Clubs of the Capital Area is an Equal Opportunity Employer and is committed to recruiting and hiring a diverse workforce. Persons from diverse backgrounds including communities of color, people with disabilities, and the LGBTQ+ community are encouraged to apply.