Membership Service Associate
Membership Service Staff Responsibilities:
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The member service greeter is the contact person for
members and program participants using the Oswego Family YMCA.
He/she must show a genuine interest in members, be friendly and
willing to help at all times.
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The Member Service Greeter is also the first line of
security at the Mason Square Facility. The Greeter is responsible
for scanning membership cards, checking the validity of memberships,
looking up AWAY members and verifying their membership at their
center and applying wristbands to all guests and community
participants.
Core
Competencies:
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Supports
the Mission, Vision and Direction of the YMCA:
Understands and supports the mission of the YMCA; displays the
YMCA values; displays flexibility and accepts change; is willing
to try new methods and make suggestions; shows a strong
commitment to the YMCA; conveys enthusiasm for the YMCA and
his/her work.
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Builds
Community:
Understands and embraces the role of volunteers; helps members
and participants make connections to others and to the YMCA;
practices effective relationship-building techniques;
understands the role of fund-raising in achieving the YMCA
mission.
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Provides
a Quality Experience for Members, Participants, Internal
Customers and Others:
Possesses the ability to deliver outstanding experiences for
members, participants, internal customers and others; builds
warm and supportive relationships; consistently greets and
assists everyone in a positive way; strives to provide service
that will exceed expectations; responds to concerns and
complaints in a way that makes each person feel valued;
initiates action for prompt resolution; looks for better ways to
serve and involve members, participants, internal customers and
others.
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Works
Productively:
Demonstrates
responsible actions; consistently performs duties in a safe and
conscientious manner within the agreed upon timeframe; follows
standards, policies, and procedures; is reliable and
consistently punctual; actively participates in staff meetings,
required trainings, and other work related activities; uses good
judgment; uses YMCA resources appropriately and efficiently.
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Uses
Effective Personal Behaviors/Communicates Effectively:
Treats
everyone with courtesy, respect and consideration; displays
integrity; listens actively and genuinely; communicates in a
clear and pleasant manner; embraces differences among people;
demonstrates an active willingness to learn and grow; accepts
constructive criticism; works cooperatively as a team member.
General Responsibilities:
The member service associate is the contact person for members
and program participants using the YMCA. He/she must show a
genuine interest in members, be friendly and willing to help at
all times.
Specific Responsibilities:
Areas of responsibility include the following:
1. Member Service
2. Registration/Desk Procedures
3. General Duties
Member Service:
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Provide comprehensive services to members
in all administrative issues relating to membership, program
registration and branch services.
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Understand and communicate the YMCA
mission, it’s programs, policies and membership benefits.
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Work together with other team members,
utilizing each other’s learning’s, experiences, judgment and
opinions to extend unexpected levels of high services to members
of the association.
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Greet all walk-in traffic within 10 seconds
of entry
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Model legendary services to members and
guests for all departmental staff to follow, with this behavior
leading to the delivery of exceptional levels of planned
services.
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It is imperative that this position stays
current with membership promotions, upcoming program
registrations, special events, program offerings and facility
schedules.
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Give tours, provide informative and
accurate information regarding membership privileges.
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Serve as member of the team filling in at
the greeter position if needed.
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Knowledge of emergency procedures and how
to put emergency plan into place.
Registration/Desk Procedures:
1. Collect all membership forms and fees
2. Produce member ID card
3. Take photograph of new members to display on new member
board.
4. Enter all pertinent information into computer system.
5. Set up draft page and send completed packet to accounting
office daily.
6. Be accountable for sales using the seven touches
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Process all class and program registrations, both in person and
via the phone. Collect all required forms and fees.
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Balance cash drawer at the end of each shift.
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Answer all incoming calls and forward to appropriate staff.
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Display and sell YMCA apparel and supplies to members as needed.
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Be
knowledgeable in the operation and use of all office equipment.
This includes the Christiensen Computer System, card machine,
credit card machine and fax unless told other by your program
director.
General Duties:
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Attend all staff meetings and trainings as required.
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Wear the required uniform, including name badge to identify self
as a member of the staff team.
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Keep all point of contact areas clean and free of clutter,
including food, beverages and staff belongings.
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