The Front Desk Customer Service staff will interact with the members and up hold the member experience standards. They will be the daily point of contact for members, determining their needs and offering solutions to meet these needs. They will be responsible for providing a high level of customer service to Y members, program participants and guest.
Scope and Responsibilities:
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Greet and welcome members.
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Actively interact and engage with members and prospects to determine needs; directing to the appropriate lead (i.e. Membership Experience Director, Membership Experience Supervisor, Program Director, etc) when necessary.
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Handle member requests and questions; problem solving.
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Gather and record member data in member profiles.
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Facilitate member to member engagement.
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Provides information and assistance related to membership rates, programs, services, scholarships and other Y amenities.
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Prepares member records and issues membership ID cards and handles all. registration/enrollment transactions.
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Assist Member Experience Supervisor with membership business and administrative tasks.
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Assist supervisor in sales acquisition activities as assigned.
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Support the YMCA’s mission and center operations as needed.
- Report any items that may provide a health or safety hazard to staff, members or guests to the maintenance staff.
- Greet all guests as they enter the facility and adhere to sign-in/out, guest, visitor, monitoring youth in the facility and other relevant policies and procedures. Report any suspicious behavior and violations of policy and procedures to your supervisor.
- Support the YMCA’s commitment to child abuse prevention by:
- Reporting any items that may provide a health or safety hazard to staff, members or guests to the maintenance staff.
- Greeting all guests as they enter the facility and adhere to sign-in/out, guest, visitor, monitoring youth in the facility and other relevant policies and procedures. Report any suspicious behavior and violations of policy and procedures to your supervisor.
- Completing all child abuse prevention training as required.
- Supporting the YMCA’s mission and center operations as needed.
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Must be able to work a variety of hours including holidays and at least one weekend and one evening per month.
Commitment to Inclusion:
Supports the YMCA’s commitment to inclusion of all members as required by Title III of the Americans with Disabilities Act. Job responsibilities may include implementing program modifications for persons with cognitive, behavioral or physical disabilities, including but not limited to the injection of medical glucagon to members with Type 1 diabetes in emergency situations. Appropriate training and development will be provided to YMCA team members based on your role and responsibilities.
Requirements:
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Must have high school diploma or GED.
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One year of member relations or customer service.
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Must be a problem solver and a proven track record of complaint resolution.
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Strong interpersonal skills with the ability to build rapport and credibility quickly.
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Entrepreneurial spirit with the ability to work in highly flexible, rapidly changing and ambiguous work environment
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Must have excellent written and verbal communications skills.
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Must be able to work a variety of hours including holidays and at least one weekend and one evening per month.
- Must be able to work a minimum of 15 hours per week with a minimum of 4 hour shifts between the hours of 8 am to 8 pm Monday - Friday and 10 am to 4 pm on Saturday and Sunday.
Be a part of our mission.
The YMCA achieves its mission one person at a time. The greatest source of energy for the YMCA is our staff. Our staff contribute to the advancement of the YMCA's vision by meeting the needs of the people in our communities. Guided daily by the core values of Caring, Honesty, Respect and Responsibility, our staff create an environment where everyone aspires to be their best.
Where can you find meaningful work that offers rich rewards? Where can you, simultaneously, build a better future for yourself and for kids, families and your community? Where can you work with people who thrive in a values-based environment of caring, honesty, respect and responsibility?
All of this can be found at a YMCA. YMCAs get the job done through staff members who are carefully selected for their interests, skills and enthusiasm. With over 150 years of experience, YMCAs know that the mission is achieved one person at a time-carried out in the hearts and hands of each caring and competent staff member
