POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit committed to strengthening the community through youth development, healthy living, and social responsibility. The Member Service Representative at the O’Brien/YMCA South Bend-Mishawaka maintains superior member and guest service by delivering timely responses with integrity, simplicity, and a passion for excellence while meeting or exceeding our members’ expectations. The Member Service Representative is responsible for providing information, promoting our memberships and programs, and maintaining the lobby area’s cleanliness and organization.

QUALIFICATIONS:

1. Ability to multitask, problem-solve, and remain consistent on policy and procedures.
2. Experience with computers and the ability to learn a wide variety of program information, software, and mobile applications.
3. Must develop interpersonal relations with members and guests by being professional, reliable, credible, responsive, and friendly.
4. Ability to be a flexible team player and work independently with a positive, personable, servant-oriented attitude.
5. Confidence in handling multiple customers and providing exceptional service making each member and guest welcome, valued, and appreciated.
6. Ability to stay on task and be alert at all times ensuring security and safety throughout the building.
7. Must be certified in CPR/AED/First Aid within 30 days of hire

EXPERIENCE:

Experience in customer service, sales, or related experience.

1. Provide friendly, courteous, and prompt service to members and guests.
2. Build relationships with members exhibiting professionalism and a positive attitude to create a family atmosphere.
3. Deliver superior telephone service by ensuring calls are routed correctly and timely, answering inquiries effectively.
4. Provide accurate information to members and guests using knowledge, understanding, and consistency of organizational change to the YMCA of Greater Michiana.
5. Multitask and work under pressure by maintaining an organized workspace, using problem-solving skills, and notifying management of outstanding problems.
6. Earn the trust of members and guests by remaining calm and collected, as well as using complaints as valuable feedback.
7. Correctly collect and enter all information received for membership and programs, and review work daily.
8. Committed to contributing to the mission, culture, and values of the YMCA.