Member Service Representative

YMCA of Greater Hartford Job Description

Job Title: Member Services Representative

FLSA Status: Non-Exempt                               Job Grade:  

Primary Department: Membership

Reports to: Membership Director

Revision Date: 12/04/2024                             Leadership Level: Leader

The YMCA of Greater Hartford is an association open to all committed to helping people reach their potential in spirit, mind, and body.  Our commitment is based on the belief that the purpose of this three-fold development is to live out the values of Caring, Honest, Respect and Responsibility.

POSITION SUMMARY:

Under the guidance of the Membership Director, the Member Service Representatives will be responsible for effective and efficient contact between members and staff. The Member Services Representatives will deliver exceptional service to YMCA members, potential members, and guests. Will assist with membership and program sales, handle telephone calls, regulate lobby traffic, provide all membership and program information, and know and execute policies and procedures.

ESSENTIAL FUNCTIONS:

1. Scans all membership ID cards.
2. Handle day-to-day operations of the front desk (phone calls, membership communications, emails, memberships, registrations, deposits, etc).
3. Possess a strong understanding of all programs, activities and services, with the ability to provide members detailed, accurate and timely information regarding schedules, costs, programs and facility information.
4. Strive to be an expert in Daxko and be able to function and operate the program effectively during high traffic periods.
5. Accurately input membership and program registrations into Daxko and be able to process the associated dues and/or fees.
6. Collect and process scholarship applications and be able to recognize pertinent paperwork.
7. Answer phones in a politely, professional manner, ensuring calls are routed to the appropriate departments and messages are accurate and given to the intended person.
8. Participate in all member retention programs, strategies, promotional efforts, and fundraising campaigns.
9. Open and close the facility according to established procedures.
10. Handle emergencies as they arise. Complete incident reports as required. 
11. Assist in the training and development of new Membership Service Representatives staff - as needed and/or requested.
12. Assist in maintaining branch cleanliness, appearance and safety through periodic rounds using established procedures.
13. Take responsibility at the beginning of the shift to check the staff communication log for daily updates, verify cash, check that member communication materials are stocked and work area is orderly and neat.
14. Communicate pertinent information with the Membership Director and/or Executive Director 
15. Adhere to and enforce all YMCA policies and procedures; also ensure that members are aware of policies and procedures that apply to members. 
16. Maintain privacy requirements by not sharing personal, financial or credit information about members including but not limited to, phone numbers, addresses, program participation, financial information or personal situations.
17. Attend all required staff meetings and trainings.
18. Handle additional tasks as they are needed. 

QUALIFICATIONS:

• Excellent interpersonal and problem solving skills. 
• Ability to connect with people of diverse backgrounds. 
• Previous customer service, sales or related experience. 
• Basic knowledge of computers. 
• Basic mathematical skills and able to handle 

PHYSICAL REQUIREMENT:

• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Must be able to lift up to 50 pounds in weight.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency