Service Desk Representative

POSITION SUMMARY:

This position supports the work of the Y a leading nonprofit committed to strengthening community through youth development healthy living and social responsibility. Responsible for all day-to-day operations of the Service Desk as well as cultivating relationships with members and guests while providing a high level of customer service. The purpose of member services is to create opportunities for individuals to engage in meaningful encounters of high quality programs & services.

ESSENTIAL FUNCTIONS:

1. Establish positive and hospitable relationships with active and prospective members in person and on the phone in a timely and efficient manner; ensure follow-up where necessary

2. Understand operation policies and procedures of the Service Desk and assist in enforcing policies as they relate to members and guests

3. Understand the operation of facility hardware and software

4. Have a commanding knowledge of all information pertaining to YMCA programs activities special events.

5. Understand all aspects of the Financial Assistance program

6. Be able to articulate the YMCAs mission goals and core values and how they relate to membership

7. Attends staff meetings and trainings and in-service meetings

8. Follows YMCA policies and procedures including those related to medical and disciplinary situations child abuse prevention and emergencies

9. Responsible for all monetary program and registration transactions in database software while maintaining balanced money bags.

10. Process Membership Cancellations and changes as members submit them at the desk.

11. Conduct Listen First interviews and Cause-Driven tours with perspective member tours

12. Process New membership paperwork and payment information as members submit them at the desk.

13. Connect with members on a regular basis based on the goals of the Thematic Objective.

14. Assist members in the location and record keeping of lost property.

15. Issue new and replacement member cards as needed.

16. Ensure proper use and documentation of guest passes.

17. Maintain sufficient inventory of all front desk supplies.

18. Maintain a positive working relationship with other department and staff.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds abilities opinions and perceptions. Builds rapport and relates well to others. Seeks first to understand the other persons point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals clarifies tasks plans work and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

1. At least 18 years of age.

2. CPR First Aid AED certifications and Child Abuse Prevention and Blood Borne Pathogens training within 30 days of hire date.

3. Previous experience with diverse populations preferred.

4. Ability to handle financial transactions and personal information with honesty integrity and confidentiality.

5. Demonstrate core values of honesty caring responsibility and respect.

6. Ability to self-manage under conflict and duress.

7. Computer proficiency - MS Office & ability to learn ThinSoft

8. Ability to communicate effectively with members and staff

9. Excellent organization human relation and telephone skills

10. Must possess problem solving/conflict solving ability

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.

Sufficient physical strength and agility to carry out essential duties.

Ability to stand and sit for extended periods of time walk and climb stairs for tours.

Ability to communicate in person and on telephone

Required Experience:

Unclear Seniority