Member Service Representative
Company: YMCA of Greater Grand Rapids
Posted on: May 16, 2022
Guiding Principles describe our behaviors to support our
organization's work throughout its life in all circumstances,
irrespective of changes in goals, strategies, and leadership. Our
Guiding Principles are as follows: We CULTIVATE-We grow staff and
volunteer leaders who will be stewards of the Y mission, resources,
and opportunities. We OWN-We think long-term and act on behalf of
the organization, beyond our own team. We WELCOME-We are inclusive
of all people and all communities. We SERVE-We provide timely and
excellent service to members, volunteers, community, and each
other. We are curious about new possibilities and act to explore
them. We UNITE-We work together to achieve big goals and speak as
one voice. We RESPECT-We treat others with kindness and speak
positively about other people in all situations. We PLAY-We
celebrate, appreciate, and have fun!
The YMCA of Great Grand Rapids utilizes a Membership By Design
framework, which is a member involvement and community building
model for YMCAs across the country. All staff members-front-line,
management, full- and part-time-and volunteers have a role to play
in member engagement. These responsibilities can be broken into six
Staff and volunteers encourage potential members to enroll in
programs and activities that meet their needs.
Staff and volunteers ask members continually about their
satisfaction with a program or activity, track responses, listen to
suggestions, and respond promptly in a manner consistent with the
values of caring, honesty, respect, and responsibility.
Relationship Building: Staff and volunteers are open, friendly, and
approachable to all YMCA members and participants. Staff and
volunteers initiate interaction with and between members.
Education and Conversion: Staff and volunteers know about and share
their knowledge of the YMCA, its programs, its policies, its
mission, its values, and how it benefits members and the
Volunteerism and Leadership: Staff and volunteers create
opportunities for members to volunteer in their areas of interest,
and they ask members to do so whenever appropriate.
Staff and volunteers encourage members to own the YMCA, using words
such as we, us, and our association (and actions that match those
words) to include members as well as staff and volunteers.
The Member Services Representative handles the day-to-day
operations of the membership desk. Greets members in person and by
telephone. Provides informational services and directs callers to
the appropriate person. This position requires weekday (1 - 5 PM
and/or 5 - 8 PM) or weekend availability.
Greets members in person and on the phone
Directs callers to the appropriate staff
Monitors access to the building
Provides information on YMCA services and programs
Makes follow-up tour and member referral phone calls
Maintenances membership files
Sells YMCA membership
Registers YMCA guests
Registers program participants for YMCA programs, classes, and
Maintains all areas in clean, presentable fashion
Arranges, displays, and maintains a positive image in the lobby,
front desk area, bulletin boards, reservation area, and
Gives tours to prospective and new members
Receives, counts, and tracks monies received
Assists with member appreciation days
Performs any other functions necessary for the smooth and efficient
operation of the YMCA of Greater Grand Rapids
$11.57 - $14.47 ; Part Time; Non-Exempt (up to 25 hours/week)
Free YMCA membership!
High school diploma, General Education Diploma (GED), or working
towards GED; one to three months customer service, sales, or data
entry experience; or equivalent combination of education, training,
and experience. Ability and desire to provide outstanding customer
service and a friendly, positive demeanor. Past cash handling
experience preferred. Working knowledge of computers and experience
with a variety of software applications. Ability to learn
proprietary software to enter or edit member information, take
photo IDs, and scan member cards. Ability and desire to interact
with people of all ethnic backgrounds, ages, and lifestyles.
Blood Borne Pathogen training
Cardiopulmonary Resuscitation (CPR) Certification required within
the first 60 days
First Aid Certification required within the first 60 days
AED-Oxygen Certification required within the first 60 days
State of Michigan criminal background clearance (ICHAT)
YMCA LEADERSHIP COMPETENCIES:
Has the functional and technical knowledge and skills to do the job
at a high level of accomplishment.
Uses best practices, guidelines, and industry standards as a
framework to improve performance.
Recognizes and articulates that the Y is a not-for-profit,
charitable organization committed to serving the entire
Serves others by intentionally welcoming, connecting, and
supporting them, and inviting them to get involved and give back to
Embraces all dimensions of diversity (i.e., ability, age, culture,
ethnicity, faith, gender, gender identity, income, national origin,
race, religion, sexual orientation, socio-economic status, etc.) by
treating all people with dignity, compassion, and respect.
Creates a safe environment in which others feel welcome and
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
The work environment and 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.
Ability to read, write, and comprehend simple instructions, short
correspondence, and memos.
Ability to effectively present information one-on-one to members,
volunteers, and staff.
Ability to add, subtract, multiply, and divide in all units of
measure using whole numbers, common fractions, and decimals.
Ability to compute rate and ratio.
Ability to deal with problems involving a few concrete variables in
While performing the duties of this job, the employee is regularly
required to talk or hear.
Ability to frequently required to stand, sit, and use hands to
finger, handle, feel, and reach with hands and arms.
Ability to occasionally require to walk.
Ability to occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision
and the ability to adjust focus.
0 - 5% of local travel within the state of Michigan; occasional
out-of-state travel may be required for educational conferences or
Keywords: YMCA of Greater Grand Rapids, Grand Rapids , Member Service Representative, Sales , Belmont, Michigan
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