Member Service Advisor

Member Service Advisor | Hastings YMCA | $17.00 per hour

At a Glance:

Help lead the YMCA's front desk operations while creating an exceptional experience for members, guests, and program participants. As a Member Service Advisor, you'll support daily membership operations, provide leadership to the member services team, assist with member engagement and retention efforts, and help ensure the Welcome Desk runs smoothly and efficiently.

Schedule Availability Requirements:

Candidates must be willing and able to work a variety of shifts. This part-time position offers 1 to 19 hours per week, with hours scheduled among the following shifts:

• Monday to Friday: 9:00 AM to 12:00 PM (Employees will generally be assigned one set weekday but must be available as backup coverage for other weekdays as needed.)

• Thursday: 4:00 PM to 9:15 PM

• Saturday: 6:45 AM to 12:00 PM or 12:00 PM to 5:15 PM

• Sunday: 6:45 AM to 12:00 PM or 12:00 PM to 5:15 PM

Pay:

The salary for this position is $17.00 hourly. We take into consideration an individual's background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

1. Job Summary:

The Member Service Advisor assists the Membership Director to provide strong leadership at the front desk in order to ensure the overall delivery of excellent customer service to all members, participants, and guests. The Member Service Advisor assists the Front Desk Manager in recruiting, staffing, training, and supervision of the membership team and handles the day-to-day operations of the member services desk.

2. Essential Functions:

• Play a leadership role in providing excellent customer service to members and staff.
• Provide work direction for part-time member service staff.
• Perform the day-to-day operations of the member services desk to ensure that operations run smoothly. This may include processing memberships and registrations, assisting with tracking, retaining, and contacting current and new members, managing comment cards, updating bulletin boards, ordering and maintaining adequate supplies, maintaining the membership computer system, assisting with financial assistance and special events, providing facility tours, and responding to member's questions and concerns.
• Assist in implementing marketing initiatives for membership and all branch programs as needed.
• Work closely with the Membership Director on continual process improvement for front desk operations and ensure financial integrity for members.

3. Relationships:

The position reports to the Membership Director who reports to the Executive Director. The incumbent works closely with the Membership Sales Advisors, member service staff, YMCA members and program participants. The incumbent assists in supervising the part-time member service staff.

4. Qualifications:

Required

• High School Diploma/GED
• Minimum of 1 year of experience in customer service or related area
• Certifications required within 30 days of hire: CPR/AED, and First Aid
• Knowledge of cash receipting
• Computer skills and knowledge of Microsoft Word, Excel, and PowerPoint
• Demonstrated problem solving, interpersonal and organizational skills
• Must be self-directed, motivated, and creative
• Willingness to work with people of diverse backgrounds

5. Work Conditions:

• Provide backup for the Membership Sales Advisors in touring prospective new members.
• 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 also responsible for taking direction from branch representatives in completing projects or performing duties deemed necessary for the branch or Association success.