Cherryville Members Services

POSITION SUMMARY:

Under the supervision of the Associate Executive Director and consistent with the Christian Mission of the YMCA, the Membership Services Staff is directly responsible for building member relations, operations at the member service desk, proper phone etiquette, and customer service at a high level.

OUR CULTURE: 

Our mission and core values are brought to life by our culture. In the Y we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: We believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

 ESSENTIAL FUNCTIONS:

• Create and develop positive member relations, encouraging member involvement.
• Answer phones in a friendly tone of voice and within the first four rings
• Politely assist all individuals who approach the members services desk with the YMCA Voice of welcoming, nurturing, determined, hopeful and genuine.
• Provide tours of facility
• Provide up to date membership information and programs to all who inquire.
• Enforce YMCA guidelines and policies and handle challenges in a timely manner
• Replenish membership information and make photocopies as needed
• Perform computer registration/receipting
• Accept payments from members/program participants
• Collect cancellations, scholarships applications, staff applications and all other paperwork for processing
• Clean and maintain front desk area, keep free of clutter, beverages and food
• Perform follow-up phone calls to members as needed
• Perform shift close-outs at the end of each shift
• Follow standard operating procedures for Daxko Operations and for Membership services.
• Be competent in all Emergency procedures for the Y.
• Adhere to policies related to boundaries with consumers
• Attend/complete required abuse risk management training before working with consumers and on an annual basis.
• Adhere to procedures related to managing high-risk activities and supervising consumersFollow mandated reporting requirements
• Adhere to job specific abuse risk management responsibilities
  • Front Desk Personnel- ensure consumers are properly signed in and out, ensure only authorized adults are allowed in the facility, etc.

YMCA LEADERSHIP COMPETENCIES: (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. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, 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:

• Excellent customer service skills i.e. welcoming, nurturing, genuine, determined and hopeful.
• Flexibility to perform a variety of task simultaneously.
• Basic computer and data entry skills preferred
• At least 18 years of age.

WORKING CONDITIONS:

• Ability to perform all physical aspects of the position, including lifting, carrying, pulling, standing and walking (up to 50 lbs.)
• Exposure to communicable diseases and bodily fluids.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.