Membership Services Representative

Job Overview

Join our team at the YMCA as a Membership Services Representative, where you'll be the welcoming face of our organization! As the first point of contact at the front desk, you’ll play a vital role in creating a positive experience for our members and guests. From greeting visitors with a friendly smile to assisting with memberships, program inquiries, and facility needs, you’ll be at the heart of building a supportive and inclusive community. If you’re enthusiastic, customer-focused, and passionate about making a difference, this is the perfect opportunity for you!

POSITION SUMMARY:

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

ESSENTIAL FUNCTIONS:

• Perform and provide excellent customer service skills by exceeding member expectations! Consistently greet every person who enters the Dubuque Y (by name, if known) and recognize all members and guests when they leave.
• Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests, and ensure the member has a positive experience.
• Answer phones, direct calls, and provide accurate information about membership and programs.
• Be knowledgeable about all Y programs and sell them effectively. This includes being familiar with all current brochure information, upcoming events and other special activities. If information is not available, be responsible for obtaining the correct information, updating front desk resources and providing information to members.
• Control access to the facility. Check-in members entering the building by scanning membership cards and obtaining proper identification of guests.
  Register for membership and/or programs, by inputting data in the computer, collecting the proper payment and verifying the accuracy of information on Y forms.
• Enter all transactions accurately and completely into the computer system. Balance all end of shifts and report any discrepancies to supervisor.
• Maintain a supply of clean towels that should be available to members and guests at all times.
• Follow and enforce all Y procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
• Maintain a clean and safe Y. Take initiative to clean up/repair areas.
• Attend and remain current on all mandatory trainings and staff meetings.

QUALIFICATIONS:

• Strong communication, customer service and problem solving skills.
• Ability to actively listen.
• This person needs to be a self-starter, able to handle multiple tasks under limited supervision, work well in a team setting and be detailed oriented.
• Experience with and knowledge of computers.
• Possess a positive and professional attitude.
• Have cash handling skills and the ability to reconcile shift transactions.
• A willingness to commit to the mission of the Y.

Enjoy the added benefit of a complimentary YMCA membership as part of this position.