Member Service Representative

The YMCA of the Pikes Peak Region is looking for a pleasant and friendly Member Service Representative to join our team! As the front-line-employee, your role will be extremely important for improving member experience and satisfaction. Your goal should always be to make our members and visitors feel welcome and comfortable while in our facility.

The Members Service Representative (MSR) will be responsible for greeting members and visitors to our facilities.  You will answer questions for members and visitors, directing them to various parts of the facility and answering phones. The MSR will possess extensive knowledge of membership and program options as well as specific center information.  The MSR will be responsible for regulating traffic in the centers as well as upholding and effectively communicating facility policies and procedures.

OUR YMCA CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

This job announcement is not intended to be inclusive of all functions, responsibilities and qualifications associated with the position, however, representative of the essential job functions and typical criteria considered necessary to successfully perform the position.

RESPONSIBILITIES OF A MEMBER SERVICE REPRESENTATIVE:

• Greet members and visitors
• Answer all the customers' questions and address their complaints in a timely and professional manner    
• Answer all incoming calls, redirect them when needed
• Assist in selling memberships and programs by proactively engaging in conversations on the benefits of YMCA memberships and programs.
• Accurately process new memberships and program registrations
• Collaborate with all center staff to ensure service excellence and timely follow-up to all member questions and /or complaints.
• Meet and exceed membership satisfaction and retention goals.
• Practice strong fiscal stewardship for execution of membership and financial policies and procedures of the association.
• Respond to emergency situations by adhering to the safety policies and procedures set for the association.
• Consistently deliver excellence in member service and member engagement

*This is not an exhaustive list of job duties. Other duties, responsibilities and activities may be assigned.

REQUIREMENTS OF A MEMBER SERVICE REPRESENTATIVE:

• Must be at least 18 years of age
• High school diploma (or equivalent)
• Customer service experience preferred.
• Confidentiality and excellent organizational skills are strongly emphasized.
• Bilingual preferred

PART-TIME BENEFITS:

• Free Family Membership 
• Program discounts
• Generous retirement benefits
• Employee Assistance Program
• Paid Sick Time