Membership Service Representative II

YMCA of Metro Atlanta; Decatur (GA); Hybrid; USD 29,000 - 38,000; Full time

Job summary

The YMCA of Metropolitan Atlanta in Decatur is seeking a Member Service Representative Level 2 to deliver high-quality branch service, assist with membership operations, and help foster a welcoming community for members and program participants. You will greet members, respond to questions, maintain knowledge, and support campaigns and goals.

Strong communication, multitasking, and relationship-building skills are essential, along with a commitment to the YMCA values and safety standards.

Qualifications

• Computer Proficiency with MS Office Suite.
• Must pass Traction Rec training within 30 days of hire.
• Ability to handle multiple tasks and manage time effectively.
• Maintain privacy of member information.
• Strong human relations and communication with staff, members and volunteers.
• Ability to establish and maintain relationships with staff, YMCA members and the community.
• Preferred: 1+ years in customer service; prior YMCA or non-profit experience.

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 tour prospective members and program participants.
• Support membership operations through sale of memberships and program offerings.
• Actively develop, educate, and own the knowledge base to respond to questions.
• Build committed and connected relationships with members, volunteers, and partners.
• Handle and resolve membership concerns and inform supervisor of issues.
• Maintain branch certifications in CPR/AED, Blood-borne Pathogens, orientation, and safety procedures.
• Adhere to policies from the training manual and new policies.
• Communicate positively with members, guests, program participants and volunteers.
• Assist in annual branch Why It Matters Campaign and meet related goals.

Skills

MS Office proficiency

Traction Rec training

Multi-tasking

Time management

Privacy compliance

Strong interpersonal skills

Communication with peers and staff

Relationship building

Customer service experience

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-profit 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 Level 2 is responsible for efficiently and effectively carrying out the duties and functions of the Member Service area. Emphasis will be placed on member service, program knowledge, member/staff safety, and communication with members and staff.

RESPONSIBILITIES (including, but not limited to)

• 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 tour prospective members and program participants
• Support membership operations through sale of memberships and program offerings
• 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 handle and resolve membership concerns and informs supervisor of unusual situations or unresolved issues
• Maintain branch and association certifications in CPR/AED, Blood-borne Pathogens, branch orientation, and Branch Emergency procedures
• 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
• Achieve all required Traction Rec trainings as assigned
• Apply and utilize Traction Rec according to established guidelines as assigned

REQUIREMENTS

• Computer Proficiency with MS Office Suite
• Must be able to pass the Traction Rec training within 30 days of hire
• Ability to handle multiple tasks, work independently, problem solve, and possess effective time management skills
• Maintain privacy requirements by not sharing personal information about members
• 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 general public

PREFERRED REQUIREMENTS

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

Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.

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

This job posting is subject to change at any time.

The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we’re looking for like minded people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.

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.

LOCATION

Decatur Dekalb Family YMCA

The YMCA of Metropolitan Atlanta is an association of volunteers, members and staff, open to and serving all, with programs and services which build spirit, mind, and body. The Y believes in strengthening our community through youth development, healthy living, and social responsibility. When you join our team, you become part of a legacy over a century in the making, where passionate individuals work together to create meaningful change. Whether you're coaching future leaders, supporting wellness initiatives, or fostering connections, your work will have a lasting impact. Explore your potential, grow your career, and make a difference with the Y. Become a part of something bigger today!