Member Services - Part-Time Evening & Weekends

Position Summary This position supports the work of the Y by delivering excellent service to all members, guests, and program participants. Responds to member guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area. Assists Membership Director with membership communications and reporting as well as performing other tasks as assigned.

• Must be available to work weekdays 3:00pm-10:00pm and weekend availability between the hours of open to close.

Essential Functions

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention. Greets each member, making them feel welcome. Learns and uses member names and thanks them.
• Gives tours to prospective members; sells memberships.
• Assists members courteously.
• Ensure the security of the Norfolk Family Y by enforcing policy regarding visitors.
• Answers the telephone in prompt, courteous manner.
• Performs facility access control duties by checking in members and program participants entering the building. Ensures membership card is presented or proper guest fee, if required, is paid.
• Enter financial and payment information.
• Process "Change of Information" forms which includes: upgrades and downgrades, address and name changes, changes in bank draft information, and adding new family members.
• Builds relationships with members; helps members connect with one another and the Y.
• Uses operations software to scan/check-in members and register participants for programs. Collects cash, checks and credit cards information.
• Maintains working knowledge of all Y programs and services in order to respond to assist members, guests and participants appropriately.
• Applies all YMCA policies dealing with member services and facility safety/emergency response.
• Handles and resolves membership concerns and informs Building Supervisor and/or Facility Director of unusual situations or unresolved issues.
• Dispenses towels to Fitness Locker Room members only. Collects and carries used towels in receptacle to laundry area. Washes, dries and folds towels.
• May assist with clerical projects such as mail, sealing envelopes, assembling packets, etc.
• Attends required staff meetings and training.
• Maintains clean and professional appearance for self and facility.
• Gives membership and program information to walk in and phone in customers. May conduct building tours as needed.
• Always wear the YMCA staff shirts or other approved attire and name badge.
• Meets and greats members and visitors in a positive and professional manner as a representative of the Norfolk Family Y.
• Create a nurturing and safe environment by reporting suspicious activity that may lead to child abuse or may violate the code of conduct. Keep supplies organized, maintain and clean facility and care for equipment.
• Always be SMART about service.
• Performs all other duties as assigned.

YMCA COMPETENCIES: Leader

• Inclusion
• Critical Thinking & Decision Making
• Functional Expertise
• Emotional Maturity

QUALIFICATIONS:

• Must be at least 18 years of age
• Must have or obtain CPR and First Aid certification within 6 months of employment.
• Excellent interpersonal and problem-solving skills.
• Ability to relate effectively to diverse groups of people from all social and economic

segments of the community.

• Previous customer service, sales or related experience.
• Basic knowledge of computers.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• 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 the essential functions.
• Recreational environment; aquatics facility. While performing the essential functions of this job the employee must physically perform all skills of a lifeguard including but not limited to hearing noises & distress signals; seeing and observing all of assigned zone; and is regularly required to stand, walk, reach with hands or arms, stoop, kneel, crouch and remain alert with no lapses of consciousness.
• Intermittent use of pool to respond to safety needs and participate in in-service training.
• Sufficient strength, agility and mobility to perform essential functions required.

For questions, email our Membership Director at welcome@norfolkymca.org

Schedule:

• Evening shift
• Weekends as needed

Work Location: In person