Job Details

JOB TITLE: Member Experience Staff

REPORTS TO: Program Director and/or as assigned

FLSA TYPE: Non-Exempt, Hourly

JOB PURPOSE:

Under the direction of the assigned supervisor, the Member Experience Staff will administer all functions related to the front desk and in some locations may work on the fitness floor as well. They will have a direct focus on serving our members at the highest level as well as retention of members through great customer service. All staff must strive to work cooperatively with fellow employees to achieve the goals and objectives of the YMCA. They must also understand location safety and risk management procedures.

PRINCIPAL ACTIVITIES AND ESSENTIAL FUNCTIONS (not a complete list):

1. Interpret and administer all policies established by the YMCA, to all members, participants, employees, etc.
2. Project YMCA image by personal adherence to all policies
3. Receipt money, make daily deposits, open & close shifts in membership software.
4. Run reports as requested /needed.
5. Deal with emergency situations as they arise using all proper, trained skills
6. Deal with upset members in a respectful, understanding manner
7. Accurate & timely reporting of all requested record keeping
8. Responsible for maintaining a safe environment in all member areas, including common area, locker rooms, etc.
9. Take a leadership role in any emergency that takes place in the building.
10. Interpret and enforce membership rules & policies to ensure the safety of all members, guests, employees, etc.
11. Adhere to all organizational policies and procedures regarding the prevention of abuse.
12. Report any suspected abuse, neglect, or misconduct immediately to the appropriate supervisory staff.
13. Attend mandatory training on abuse prevention, including recognizing signs of abuse, and reporting requirements.

• 18 years of age
• Excellent skills in customer service and interactions with others
• Experience working with various computer software programs.
• Strong data entry skills
• Current CPR/AED/First Aid/O2 Certification.

• Experience in a customer service setting
• High School Graduate or equivalent
• Bilingual - English/Spanish