Member Service Staff (Ridgedale YMCA)

at YMCA Twin Cities
Location Minnetonka, Minnesota
Date Posted August 4, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

Do you love connecting with people? Do you want to make a difference in all aspects of wellbeing? Are you social/creative/passionate about a cause driven purpose? The Customer Service role connects with customers as the information hub where customers come to get concierge service. The Customer Service role assists with the overall day to day operations of the front desk.

The Customer Service role will need to be self-motivated in engaging with our customers and build strong relationships. It will be critical for the Customer Service staff to be organized to be able to take time to listen and chat to our customers before/after group fitness classes and exercise and via phone, as well as ensuring you are still able to get the administrative work accomplished. The Customer Service staff will also assist with customer registrations, tracking, networking with existing customers as well as on-boarding new customer service staff. The Customer Service staff are high energy, outgoing and love to be busy. The Customer Service staff is the face of the YMCA of the North assisting customers with their accounts and providing service excellence!

1. Job Summary:

The Member Service Staff is part of a team responsible for the overall delivery of excellent customer service to all members, guests and participants of the branch. The incumbent is responsible for the sale of programs and services, responding to member and guest needs, promoting programs, and maintaining cleanliness and organization at the Member Service Area. The incumbent performs all duties demonstrating YMCA values and a commitment to excellence.

2. Essential Functions:

Provide excellent service to members, guests, and participants in the branch and on the phone.
Create a high level experience for members, guests and participants through engagement and building a connection.
Understand and enforce all applicable YMCA policies.
Operate membership software and all necessary office equipment.
Assist in handling and resolving member, guest and participant concerns and inform appropriate team member or manager of unusual situations or unresolved issues.
Assist in the sale of YMCA programs, services and product to members, guests, and participants.
Provide tours to prospective members.
Responsible for maintaining towels at Member Services.

3. Relationships:

The position reports to the Front Desk Manager who reports to the Membership Director. The incumbent also receives direction from the Member Service Advisor. The incumbent interacts regularly with members, guests, and participants in an effort to provide excellent customer service and positively impact membership retention.

4. Qualifications:

Required:

Excellent customer service, sales, problem solving, communication and interpersonal skills
Computer knowledge
Ability to obtain CPR/PR, First Aid, AED, and Oxygen certifications within 30 days of hire
Must be self-directed and motivated
Ability to work with a diverse population and be inclusive to all
Ability to multi-task

Preferred:

Previous customer service experience
Multilingual
Knowledge of cash receipting
High School Diploma/GED

5. Work Conditions:

Perform all physical aspects of the position, including moving around, standing, bending, reaching, and occasionally lifting up to 40 pounds at a time.
Ability to respond to emergency situation in a calm and efficient manner.
Ability to work in a fast paced and changing environment.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is responsible for taking direction from members of branch leadership in completing projects or performing duties deemed necessary for the branch and Association success.

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