Description

GENERAL FUNCTIONS

Under the direction of the Operations Director and in accordance with Association policies, the Member Representative is a subject matter expert on the value of Y memberships and program options. The Member Representative will use their knowledge of the Y to recruit, retain and engage members through impeccable service and accurate and timely processing of memberships and program registrations. This role is integral to contributing to a safe, welcoming, and engaging Y culture and may be responsible for independently opening and/or closing the facility.          

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1. Use Listen First skills to effectively and accurately communicate membership and program information via phone, face-to-face, or email.  
2. Ensure the wellness center is kept tidy and safe from hazards, scan in all participants appropriately, and follow opening or closing procedures as assigned.   
3. Stay up-to-date and informed on membership information, new programs, events, Y offerings, and policies for all membership ages and interests. 
4. Accurately process all membership and program transactions as directed by the Association. 
5. Develop, maintain, enhance, and strengthen relationships with the YMCA of Greater Waukesha County members, program participants, and prospective members through delivery of member desk services, which may include sales tours and other duties as assigned.    
6. Provide unique and personalized experiences for all prospective and current members via thorough explanations of membership benefits and program opportunities.  Increase member loyalty through consistent and personalized communication and ensuring follow-up to questions.  
7. Communicate with members at high risk to encourage their use of the facility through programs meeting their individual and family’s interests and needs.
8. Respond to customer and member needs. Contact appropriate YMCA staff when necessary.
9. Provide documentation and tracking of sales process in CRM to ensure necessary information is recorded for relevant promotion and customer service.
10. Responsible for strict adherence to all YMCA of Greater Waukesha County department policies and procedures related to safety, rules, and other regulations.  
11. Uphold the core values of the YMCA when working with people within the YMCA facilities and community.
12. Perform all other duties as assigned by supervisor.

Qualifications

EDUCATION AND EXPERIENCE:

Must be at least 18 years old. CPR certification is required within 1 month of hire. Responsible for independently opening and closing the facility. Customer service experience, including cash handling, is preferred. This position requires enthusiastic, outgoing, and compassionate individuals with excellent interpersonal communication and problem-solving skills. Must have the ability to relate effectively to diverse groups of people. Must be self-motivated, demonstrate sound decision-making skills, require minimal supervision, and work well with members and staff. This position is frequently required to walk, stand, climb and bend for long periods of time. 

EQUAL OPPORTUNITY EMPLOYER

THE YMCA WELCOMES A DIVERSE WORKFORCE

The Y: We're for youth development, healthy living and social responsibility