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Member Service Representative

Company: YMCA of Greater Grand Rapids
Location: Belmont
Posted on: May 16, 2022

Job Description:

Description:
OUR CULTURE:
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 steps:
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 community.
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.

POSITION SUMMARY:
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.

ESSENTIAL FUNCTIONS
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
Authorizes refunds
Maintenances membership files
Sells YMCA membership
Registers YMCA guests
Registers program participants for YMCA programs, classes, and special events
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 hallways
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

COMPENSATION
$11.57 - $14.47 ; Part Time; Non-Exempt (up to 25 hours/week)
Free YMCA membership!
.

Requirements:
QUALIFICATIONS
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.

CERTIFICATIONS
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:
Functional Expertise
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.
Engaging Community
Recognizes and articulates that the Y is a not-for-profit, charitable organization committed to serving the entire community.
Serves others by intentionally welcoming, connecting, and supporting them, and inviting them to get involved and give back to the community.
Inclusion
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 respected.

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 standardized situations.
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.

TRAVEL:
0 - 5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.

PI175863029

Keywords: YMCA of Greater Grand Rapids, Grand Rapids , Member Service Representative, Sales , Belmont, Michigan

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