Basic Function and Scope of Responsibility: 

The Membership Service Representative plays a key role in support of the YMCA mission by ensuring the reliable and consistent delivery of outstanding customer service to members and guests at the front desk of their YMCA branch.  Reporting to the Membership Director, the basic function and scope of responsibility for the Membership Service Representative includes: 

• Meeting Association standards for the handling of a variety of front desk responsibilities for members and guests including, but not limited to: guest tours; new membership sales; member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; program registration; Easy to Enroll process; and, basic computer entry 

• Serving as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs 

• Developing engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission 

• Providing outstanding customer service to all members, guests, staff and the community at-large 

Supervisory Responsibility: 

X No Supervisory responsibility   

Essential Duties and Responsibilities:  

• Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show” 

• Delivers the YMCA mission and philosophy to staff, members and guests 

• Reporting to the Membership Director, meets Association standards for front desk operations in serving members and guests 

• Takes a proactive role in solving member problems and directing them to the appropriate resources. Must have complete knowledge of all Member Handbook policies; Association and Branch standard operating procedures; and branch programs/activities 

• Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director’s guidance to best support the branch’s membership sales and retention results 

• Responsible for financial transactions at the front desk, which may include, but not be limited to, program registration, membership sales, authorized disbursements & merchandise sales 

• Ensures that membership applications and the affiliated data entry is complete and correct 

• In accordance with Association standards, supports the implementation of the branch membership acquisition plan in meeting the monthly acquisition and retention goals 

• Responsible for the security of the building and members/guests by requiring members to present their cards for scanning and for visitors to sign visitors log and present picture ID 

• Responsible for accurate membership records, receipts and cash, as well as ensuring that end-of-shift reports are complete and accurate 

• Supports Member Service team reports under the direction of the Membership Director 

• Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.) 

• Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities 

• Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention 

• Maintains close daily contact with the Membership Director on the status of membership accounts and operations at the branch 

• Other duties as required 

Customer Service Standards: 

Staff Engagement: 

• Greet all members with a smile, eye contact and by name 

• Be knowledgeable of all programs and activities to engage members 

• Introduce members to each other 

Facility Excellence: 

• Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude. 

• Ensure that information communicated and/or displayed is updated and accurate 

• Be proactive and responsive to all members needs 

Show: 

• Share personal Y experience with all 

• Share Y Mission stories 

Education, Certification, Skills, and Experience: 

• High school diploma or GED 

• Must posses initiative, enthusiasm, common sense/good judgement, strong customer service skills and the ability to remain calm in stressful situations 

• Detail-oriented, multi-tasker with strong organizational skills that can maintain a clean, uncluttered front desk workspace 

• Strong communication and relationship-building skills 

• PC and database management skills with the ability to perform repetitive data entry duties and learn new software programs and processes quickly 

YMCA Leadership Certification: 

Position requires ongoing progress towards Leader Certification 

Working Conditions: 

• Ability to work weekends and evenings for branch and corporate functions 

• Ability to sit, stand or move for extended periods of time 

• Able to bend for purposes such as filing, inventory counts, etc 

• Able to walk up and down stairs, as needed, when giving tours