Member Service Representative

Be a part of something Bigger!

The San Luis Obispo County YMCA has an opening for a Membership Services Representative

Part-time, 15-20 hours a week/must be available to work mornings and weekends.

POSITION SUMMARY:

Under the supervision of the Membership Director and in cooperation with other YMCA staff, and consistent with the San Luis Obispo County YMCA mission, the Member Service Representative will be responsible for the administration and customer service functions of the members of the YMCA.

ESSENTIAL FUNCTIONS:

1. Interviews and/or tours prospective members; sells memberships.
2. Provides excellent service to members, guests, and program participants in the facility and on the phone, contributing to member retention.
3. Builds relationships with members; help members connect with each other and the Y.
4. Handles and resolves membership concerns and informs supervisor of unusual situations or important issues.
5. Applies all Y polices dealing with member services.
6. Ensures Y building and property is secure during shift and report incidents and hazardous stations or conditions to supervisor.
7. Replaces soap, paper towels, and other supplies in the facility as needed.
8. Daily and weekly inspections of fitness equipment for cleanliness and safety hazards.
9. Immediately respond to any imminent risk to program participants or staff.
10. Able to evacuate persons effectively and safely from the facility.
11. Be prompt and dependable for your work shift and in the case of emergency and you are unable to be prompt, notify your supervisor or a member of senior management team.
12. Read the daily communications and be responsible for program changes as they occur.
13. Consistently verify and communicate members’ account status.
14. Keep inventory control as required.
15. Maintains Member Services Representative schedule and facility use schedule.
16. Maintains Organizational Program Schedule.
17. Keep accurate daily cash receipt records.
18. Apply implementation of all policies, goals and objectives, procedures as established by the Board of Directors.

OTHER DUTIES AND RESPONSIBILITIES

• Document any accident/injury/incident on Incident Report Form as appropriate
• Follows WHO, CDC, and County Department of Health Standards, procedures and recommendations around health screening, cleaning, and sanitization
• Willing to collaborate with school, community organizations and citizens
• Use program resources efficiently and ecologically
• Follows all Workers Comp/Accident Report procedures through completion of claim
• Attend staff training and all staff meetings as required
• Other duties/projects as assigned by other management

KNOWLEDGE, SKILLS, TALENTS, and ABILITIES:

• Youth -- Experience with youth, their needs, and development strategies. Desire to have a meaningful effect on and build assets in the lives of attendees. Direct experience working with children in an active recreational and developmental atmosphere.

• Development -- Willingness to participate in opportunities that serve to develop staff in the area of youth development. Desire to work with and supervise young people in a setting that provides them with a variety of choices.

• Member and Personal Service — Knowledge of principles and processes for providing professional member and personal services. This includes internal and external customer needs assessment, meeting quality standards for services, and evaluation of member satisfaction. Great customer service attitude.

• Communication — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to provide clear & useful information in a gracious, respectful, and helpful manner to the public, vendors, members, supervisors, and co-workers, in written form, via e-mail, and in person.

• Coordination — Understanding the relationship of all positions to each other, and their impact on the culture and meeting the organization’s goals. Adjusting actions in relation to others' actions, i.e., team work.

• Commitment -- A commitment to the goals and philosophy of the YMCA.

YMCA COMPETENCIES (Team 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. Detects, communicates, and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgements, 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, EDUCATION, and/or EXPERIENCE:

1. Must be at least 18 years of age.
2. Minimum of high school diploma or equivalent.
3. Previous customer service experience preferred. Experience with youth/teen development and parent relations preferred.
4. Excellent personal computer skills and experience with standard business software.
5. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
6. Prefer knowledge of and previous experience with diverse populations.
7. Ability to establish and maintain collaborations with community organizations.
8. Y Team Leader or Multi-team/Branch Leader certification preferred.
9. Good organizational skills, imitative, and a proactive attitude.
10. Good verbal communication skills. Able to communicate effectively with YMCA staff, youth, parent(s), school staff community partners and volunteers.

CERTIFICATES, LICENSES, REGISTRATIONS:

Certifications required within 30 days of hire: CPR/AED, and First Aid and Child Abuse Prevention training.

Blood borne pathogens and concussion training as required.

Valid driver’s license/car registration.

Clear live scan (fingerprints) report.

Certifications need to remain current during employment.

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.

Must be able to remain stationary or move for extended periods of time. Must be able to consistently operate a computer, phone or tablet. Must be able to detect and recognize safety and risk management opportunities, program quality issues and participant concerns. Must be able to move up 50 pounds of equipment.

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.

Must be able to work in a quiet as well as moderately noisy work environment. Must be able to cope and function within stressful circumstances. Must be able to work within deadlines. No other particular exposure to difficult environmental conditions.

COMPENSATION $14.50 PER HOUR

San Luis Obispo YMCA is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics