Membership Service Representative II - South Dekalb Family

Ymca Metro Atlanta Decatur , GA 30030

Posted 2 months ago

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest, most nimble and essential nonprofits in Atlanta. Mission-bound to serve, we are an organization designed to meet all people where, how and when they need us. In times of peace, we are a catalyst for connection; in times of crisis, a source of comfort and security. Join us as we carry out our commitment to positively impact lives and communities across the state.

The opportunities to serve are vast, and we're looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY, to join us and do their best work.

Our commitment to diversity and inclusion is reflected in our people, our members, and our partners. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.

Nature and Scope:

Under the direction of the Membership Director, a Member Service Representative Level 2 is responsible for efficiently and effectively carrying out the duties and functions of the Member Service area. This position must perform duties in accordance with the policies, goals, mission, values and objectives established by the Metropolitan Atlanta YMCA, Branch Strategic Plan, Safety Protocols Including COVID, and Member Services Guidelines and Non-Negotiables. Emphasis will be placed on member service, program knowledge, member/staff safety, and communication with members and staff.

Minimum Requirements:

  • A working knowledge of computers (MS Word, MS Excel and SPIRIT).

  • Ability to handle multiple tasks, work independently, problem solve, and possess effective time management skills.

  • Must pass the State of Georgia criminal background check.

  • Prefer a minimum of one year or more experience in work relating to customer service, either paid or volunteer.

  • High degree of human relation skills: Ability to effectively communicate and manage information to peers, staff and volunteers

  • Ability to establish, collaborate and maintain relationships with staff, YMCA members, volunteers, schools and general public.

Responsibilities:

  • Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.

  • Welcomes members as they enter and leave the YMCA.

  • Implements the YMCA safety protocols both related to COVID and branch operations.

  • Implement wellness checks and provide a leadership role in ensuring member/staff adherence to the safety protocols, with a commitment to positive member and staff safety.

  • Attend, complete, and pass Spirit Point of Sale.

  • Greets, engages, and/or tours prospective members and program participants.

  • Supports membership operations through sale of memberships and program offerings. Must have an in depth working knowledge of membership and program inventory.

  • Actively develops, educates and owns the knowledge base to quickly respond to member, prospective member, and program member questions.

  • Take steps to building committed and connected relationships with members, volunteers, and collaborative partners.

  • Directly handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.

  • Maintain branch and association certifications in CPR/AED, Blood-borne Pathogens, branch orientation, and Branch Emergency procedures.

  • Achieve all required SPIRIT trainings as assigned. Apply and utilize SPIRIT according to established guidelines as assigned.

  • Maintains privacy requirements by not sharing personal information about members including, but not limited to, phone numbers, addresses, program participation, financial information, or personal situations.

  • Adhere to, and implement, all policies and procedures listed in the training manual and as new policies are implemented.

  • Communicate in a positive manner with members, guests, program participants and volunteers. Provide appropriate assistance as needed.

  • Assist in annual branch Why It Matters Campaign. Achieve individual and team goals as related to the campaign.

  • Attend all staff meetings and trainings, as required.

  • Consistent display of the core values of honesty, respect, caring, and responsibility when dealing with members, volunteers, and staff.

  • Carry out other appropriate duties as prescribed by the Membership Director.

  • Must be able to work at least 2 shifts per week regularly.

YMCA LEADERSHIP COMPETENCIES (Leader):

  • Relationships

  • Communication

  • Inclusion

  • Innovation

  • Quality Results

EFFECT ON END RESULT:

This position has a direct impact on the continued effectiveness of the YMCA in the community as well as on its membership. This effectiveness can be measured by:

1.The perceived quality of programs and services by the members and the community based on verbal feedback.

2.Positive results related to Member Services on written surveys and comment cards.

3.Excellent attendance.

4.Branches monthly retention goals.

ERGONOMIC REQUIREMENTS:

Bending, stooping, standing, lifting, seeing, hearing, keyboard input, sitting.

Location:

South Dekalb Family YMCA

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Membership Service Representative II - South Dekalb Family

Ymca Metro Atlanta