Job Details
POSITION SUMMARY:
Delivers excellent service to all members, guests, and program participants. Responds to member and guests needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area and throughout the facility as needed.
ESSENTIAL FUNCTIONS:
* Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
* Provide facility tours as needed, explaining the YMCA mission, volunteer opportunities, the Annual Campaign, and financial assistance. Ask prospective members to join and make follow-up contact with those who did not sign up.
* Handles and resolves membership concerns in a courteous manner and informs supervisor of unusual situations or unresolved issues.
* Process new member ID cards, issue guest passes and register members for programs and services, as needed. In addition, explain our website is available to maintain their account.
* Follow proper procedures for group memberships, AWAY members, and guest who come in to use the facility. Follow identification requirements and guest guidelines verifying all documentation to ensure visitors and members are not listed on the Indiana State Sexual and Violent offender registry.
* Maintain an accurate inventory and record of daily transactions.
* Responsible for balance and close out of their individual sales at the end of each shift, placing cash and checks received in an envelope, counted by 2 staff, signed, and placed in lock box located in Membership Experience Directors office. Locks cash drawer in the server room filing cabinet.
CORE COMPETENCIES (ALL STAFF): CUSTOMER SERVICE
* Always have a friendly, helpful attitude and wear a smile.
* Take initiative to greet and assist all members, potential members, program participants and volunteers in a courteous, professional and friendly manner. Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities.
* Work daily to develop personal and meaningful relationships with members, volunteers, donors and others. Strive to understand individual's goals and interests to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
* Actively listen, reflect and respond to member questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
* Embrace new approaches and discover ideas to create a better member experience.
MISSION ADVANCEMENT
* A willingness to commit to the mission of the YMCA. Demonstrate a desire to serve others and fulfill community needs.
* Is familiar with and able to articulate the mission statement, areas of focus and core values of the YMCA with people of all ages and backgrounds. Models the core values of caring, honesty, respect and responsibility while working and communicating with members, program participants, volunteers and other staff members.
* Be knowledgeable and supportive of the YMCA annual support campaign.
* Be informed about volunteer opportunities.
* Speak enthusiastically on behalf of the YMCA publicly and at given opportunities.
TEAMWORK
* Ability to establish and maintain harmonious relationships with staff members in all departments.
* Seeks every opportunity to encourage, motivate and thank fellow staff members for their work.
* Be knowledgeable about YMCA programs. This includes being familiar with all current information, upcoming events and other special activities.
* Keeps up to date all internal communication.
OPERATIONAL EFFECTIVENESS/SAFETY
* Be dressed in appropriate attire and wear nametag at all times. Consistently perform duties in a safe and conscientious manner.
* Follow and enforce all YMCA procedures and policies, including those related to: personnel guidelines, medical and disciplinary situations, child abuse prevention, safety guidelines, facility access procedures, membership policies and emergencies. Complete Incident Report Forms as required.
* Be knowledgeable of all current Emergency Action Plans and carry out plans as necessary.
* Maintain a clean and safe YMCA. Take initiative to clean up/repair areas. Complete Maintenance Request forms as needed. Report safety issues to the appropriate supervisor.
* Attend and remain current on all mandatory trainings and staff meetings.
PHYSICAL DEMANDS:
* Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
* Ability to perform all physical aspects of the position; including walking, standing, bending, kneeling, leaning, reaching and lifting.
* Ability to plan, lead and participate in a range of activities in a variety of outdoor/indoor settings.
* Ability to thrive in a fast paced environment with the unique challenges of a non-profit community service organization.
* Ability to interact with a diversity of people and various levels of personnel using sound judgment on ambiguous issues.
* Ability to handle multiple tasks simultaneously.
QUALIFICATIONS:
* Prefer 18+ years old.
* Excellent interpersonal and problem-solving skills.
* CPR, First Aid, AED certifications required to be obtained within first 30 days of hire.
* Previous experience with diverse populations from all social and economic segments of the community preferred.
* Previous customer service, sales, or related experience.
* Proficient with computers; data entry operations.
We are an equal opportunity employer and welcome candidates from diverse backgrounds to apply.
STAFF PERKS:
* Free membership
* Annual raises
* Free child watch
* Program discounts
* Retirement fund available