Membership Service Representative

YMCA of Metropolitan Atlanta; Alpharetta (GA); On-site; USD 30,000 - 40,000; Full time

Job summary

YMCA of Metropolitan Atlanta is seeking a Member Service Representative to ensure excellent service for members and program participants. This role involves welcoming members, handling memberships, and maintaining safety protocols.

Ideal candidates will have strong customer service skills, effective communication abilities, and a working knowledge of MS Word and Excel. Your role will be pivotal in building relationships with members and community partners.

Experience in customer service is preferred, along with a commitment to uphold YMCA standards.

Qualifications

• A working knowledge of computers (MS Word, MS Excel).
• Ability to handle multiple tasks, work independently, and problem solve.
• High degree of human relation skills and effective communication.

Responsibilities

• Provide excellent service to members, guests, and program participants.
• Support the sale of memberships and program registrations.
• Directly handle and resolve membership concerns.

Skills

Customer service skills

Effective communication

Time management

Problem-solving

Tools

MS Word

MS Excel

Job description

As a thought‑leader and best‑in‑class provider in education, wellness, youth development, and community‑building, The YMCA of Metro Atlanta is one of the oldest and most essential non‑profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state.

At the Y, we’re an association of like‑minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone – especially children – experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre‑K, with high‑quality literacy and STEAM‑infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.

Nature And Scope

Under the direction of the Membership Director, a Member Service Representative is responsible for efficiently and effectively carrying out the duties and functions of the Member Service area.

Responsibilities

• Provide excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
• Welcome members as they enter and leave the YMCA.
• Greet, engage, and/or provide tours to prospective members and program participants.
• Support and/or is directly involved in the sale of memberships and/or program registrations.
• Actively develop, educate, and own the knowledge base to quickly respond to member, prospective member, and program member questions.
• Take steps to building committed and connected relationships with members, volunteers, and collaborative partners.
• Directly handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Implements the YMCA safety protocols related to branch operations.
• Provide a leadership role in ensuring member/staff adherence to the safety protocols, with a commitment to positive member and staff safety.
• Maintain branch and association certifications in CPR/AED, Blood‑borne Pathogens, branch orientation, and Branch Emergency procedures.
• Maintain privacy requirements by not sharing personal information about members including, but not limited to, phone numbers, addresses, program participation, financial information, or personal situations.
• Adhere to, and implement, all policies and procedures listed in the training manual and as new policies are implemented.
• Communicate in a positive manner with members, guests, program participants and volunteers. Provide appropriate assistance as needed.
• Assist in annual branch “Why It Matters” Campaign. Achieve individual and team goals as related to the campaign.
• Attend all staff meetings and trainings, as required.

Requirements

• A working knowledge of computers (MS Word, MS Excel)
• Ability to handle multiple tasks, work independently, problem solve, and possess effective time management skills
• High degree of human relation skills: Ability to effectively communicate and manage information to peers, staff, and volunteers
• Ability to establish, collaborate and maintain relationships with staff, YMCA members, volunteers, schools, and public

Preferred Requirements

• 1+ years of experience in work relating to customer service, either paid or volunteer
• SPIRIT helpful
• Previous YMCA or non‑profit experience

Work Environment & Physical Demands

Bending, stooping, standing, lifting, seeing, hearing, keyboard input, sitting.

Employment Requirement

• Ability to pass a pre‑employment background check including Criminal Record check, Drug Screening, motor vehicle record (MVR) and reference check according to company policy.
• Must be legally eligible to work in the US without current or future sponsorship.

Location

Ed Isakson / Alpharetta YMCA

The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.