Job Title: Member Services Representative 1 

Department: Membership 

Supervisor: Membership Coordinator 

FLSA Status: Part Time 

Location: Greater Johnstown Community YMCA 

GUIDING PRINCIPLES FOR ALL STAFF  

YMCA Mission: To put Christian Principles into practice through programs that build healthy spirit, mind  and body for all. 

YMCA Cause: To strengthen the foundations of community through the areas of focus of youth  development, healthy living, and social responsibility.  

YMCA Character Development: The core values that guide the YMCA in fulfilling the mission and goals  are: Caring, Honesty, Respect, Responsibility.  

Position Description: 

Member Service Representatives are essential to creating the member experience. They provide friendly, efficient service while conducting membership sign-ups, facility tours, and identifying entry points into programs provided by the YMCA. They should be enthusiastic towards members by learning their names, building relationships and expressing an interest in their YMCA activities. This position requires a high degree of accuracy with information provided, multi-tasking, taking initiative,effective organizational skills, a service mindset, and excellent communication skills.  

Knowledge: 

• Must at least have a High School Diploma/GED or be in pursuit of a High School Diploma/GED

• CPR/AED and First Aid certification within 90 days of hire 

• Sound working knowledge of customer service skills 

• Ability to work positively in a fast-paced environment 

• Ability to foster positive staff, peer, member and program participant relationships 

• Ability to provide accurate YMCA program information 

• Ability to multitask 

• Must possess excellent communication skills 

• Proficient computer skills 

• Proficient in cash management  

• Must pass a criminal background check and obtain authorization to work with children under the Pennsylvania Department of Labor and YMCA guidelines

Job Responsibilities:  

• Must represent the YMCA in a positive, professional manner at all times through adherence to the dress code and all other policies  

• Be on time and punctual to and from work 

• Assist existing and prospective members regarding their individual membership needs

• Provide friendly and efficient service while conducting membership sign-ups, facility tours, and  identifying entry points into programs provided by the YMCA 

• Effectively lead Cause Driven Tours 

• Respond to members’ needs. Contact appropriate personnel when necessary. Handle complaints in  a courteous manner. Effectively resolve customer service problems.  

• Register members and non-members for programs and provide accurate program information

• Accurately process cash, check and credit card transactions. Count and balance the cash box.

• Be enthusiastic towards members by learning their names, building relationships and expressing an interest in their YMCA activities 

• Answer the telephone, provide requested information, direct calls and take accurate messages 

• Relay appropriate information to members, programs participants, and management 

• Answer questions about all YMCA programs and activities by phone or in person 

• Make members feel comfortable and at ease. Be open, friendly and approachable 

• Invite members to participate in programs & activities

• Greet members with a warm welcome and a fond farewell

• Initiate interaction with and between members

• Be knowledgeable about the YMCA, its programs and policies 

• Attend meetings, in-service trainings and special events as applies to position

• Respond appropriately to emergency situations including supporting in aquatics 

• Carry out other duties as assigned 

• Respond appropriately to emergency situations including supporting in aquatics 

Work Conditions & Physical Demands:  

• Extended periods of sitting, standing and walking 

• Must be able to bend and stoop occasionally 

• Must be able to lift 30 pounds occasionally 

Receipt of job description does not imply nor create a promise of employment nor an employment contract.  

The job description provides a general summary of the position in which I am employed, that the contents of this job description are job requirements. I know of no limitations, which would prevent me from performing these functions with or without accommodations. Job duties, tasks, work hours and work  requirements may be changed at any time.  

Acceptable job performance includes completion of the job responsibilities, as well as compliance with the policies, procedures, rules and regulations of the Greater Johnstown Community YMCA.