Sr. Member Service Representative (Closing Key Holder) - Full Time w/ Benefits

The Senior Member Service Rep leads by example in delivering excellent customer service to all members, guests, and program participants.
Job Description

This is an exciting opportunity to join a team of a progressive YMCA located in vibrant Somerset County, New Jersey. The YMCA is one of the nation’s leading nonprofit organizations dedicated to strengthening communities through youth development, healthy living and social responsibility. With a 150-year-old history, Greater Somerset County YMCA (GSCY) is a pillar of the community and has seven locations across three counties, which collectively serve upwards of 30,000 individuals. GSCY has 100 full-time and 950 part-time employees along with operating revenues to $22+ million.

The Y empowers everyone—no matter who they are or where they are from. To fulfill our purpose of strengthening community for all, GSCY is committed to being an inclusive organization and leveraging our collective impact to address social inequities. To learn more about GSCY, visit our website: http://gscymca.org

Somerset Hills YMCA is looking for a welcoming, vibrant, outgoing, leader to serve as a Senior Member Service Representative. The Senior Member Service Rep leads by example in delivering excellent customer service to all members, guests, and program participants. In collaboration with the Membership Coordinator and Membership Director, they provide guidance to part time staff and role model premier service to those they work with on shift. You not only build relationships and create belonging by being an ambassador of the Y's Welcoming and Inclusive culture but are also responsible for advancing the organization's Cause-Driven initiative, problem solving, and performing computer/administrative tasks to best serve the branches' 10,000 members. This job is fully on-site, not remote.  

WORK ENVIRONMENT & PHYSICAL DEMANDS:

  1. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  2. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. 
  3. The employee frequently is required to sit and reach, and must be able to move around the work environment. 
  4. The employee must occasionally lift and/or move up to 10 pounds. 
  5. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
  6. The noise level in the work environment is usually moderate. 
Qualifications
  1. Must have a minimum of two years administrative experience
  2. Proficient in Microsoft Word and Excel (or similar applications)
  3. Manage a high volume of administrative support services with absolute confidentiality, 
  4. Work in a harmonious atmosphere with various personalities. 
  5. Meet deadlines with accurate performance
  6. Handle multiple tasks at the same time. 
  7. Must be highly organized and able to ascertain priorities. 
  8. Strong customer service, computer, writing and communication skills are essential.
Essential Functions
  1. Responds to member and guest requests, promotes memberships and programs, and maintains cleanliness and organization of the Welcome Center area.
  2. Works as a Cause Driven Leader on duty by role modeling YMCA language, departmental expectations, phone demeanor, and member relations.
  3. Assists with membership administrative activities including but not limited to: membership edits, returned membership dues, auditing daily membership sales and guest entry, monthly renewal statements, and collection calls on A/R.
  4. Produces regular membership reports on retention, recruitment, etc. as assigned.
  5. Provide admin support for New Member Welcome Campaign 
  6. Phone and email follow up with new members throughout 30,60,90 days
  7. Uses Listen First to respond to member and staff concerns and communicates upwards to supervisor.
  8. Coordinates enrollment of all corporate and community memberships.
  9. Assists with conducting Cause Driven Tours to prospective members, visitors and program participants.
  10. Supports program registration on and between registration dates and assists in implementing logistics to support phone, walk-in, and web based registrations.
  11. Ensures proper implementation of front desk procedures. Communicates needed changes to the Membership Coordinator and Director and assists in developing standard operating procedures.
  12. Assists in the planning and executing of member appreciation events.
  13. Supports the YMCA Annual Fundraising Campaign.
  14. Attends meetings as assigned. 
  15. Performs all other duties as assigned by supervisor.