Full Time Member Service Desk Representative

Come join the Membership Team at the Bernon Family Branch of the Hockomock Area YMCA in Franklin, MA!
Job Description

The Full Time Membership Service Desk Representative delivers excellent service to all members, guests, and program participants.  This position responds to member and guest needs, sells memberships, promotes youth and adult program registration, and maintains cleanliness and organization of the lobby area.  Under the supervision of the Membership Director, the Membership Service Desk Representative implements all membership systems and protocols to help build, enhance, and maintain the culture of excellent service.

  • High School Degree required; Associate or Bachelor’s Degree preferred
  • Related experience in a fast paced environment (retail, restaurant, etc.)
  • Ability to work evenings (at least twice per week) and one weekend day
  • Ability to listen, relate, and communicate effectively with diverse groups of people from all social and economic segments of the community
  • Proficient and prior experience with standard business software such as Excel, Google Docs and Microsoft
  • CPR and First Aid Certifications within the first 60 days, along with other mandatory trainings
Essential Functions
  • Supports the Membership Director in the retention of members through quality service and expertise, listening intently to member questions and concerns, and responding in a professional and supportive manner
  • Greets all people entering the facility in a professional manner, processing their identification before allowing them access to the facilities
  • Answers telephone calls in a professional manner according to Association guidelines, transferring calls to the appropriate department or director, providing accurate information on all programs and membership(s)
  • Processes all membership and program registrations according to established procedures
  • Implements membership systems in a fast-paced environment
  • Manages quality control related to membership accounts, partnering with Association staff to address and resolve issues
  • In the absence of the Membership Sales Representative, serves as point of contact for all prospective sales; using a needs assessment to learn the prospective member’s goals and needs, conducting branch tours customized to those needs, asking the prospect to join the YMCA at the conclusion of the tour, and capturing data to share with Sales Representative
  • Reads staff manuals and training materials before each shift in order to provide members with the most accurate information
  • Assists with training new Member Service Staff
  • Knows the facility’s emergency procedures and how to activate the emergency medical action plan
  • Assists in keeping the Member Service Desk and Lobby areas neat and clean
  • Completes daily cash out's efficiently and accurately at the end of scheduled shift
  • Follows building opening and closing procedures, as shifts dictate
  • Participates in annual campaign activities, staff meetings and Association committees, as assigned trainings