Do you love connecting with people? Do you want to make a difference in all aspects of wellbeing? Are you social/creative/passionate about a cause driven purpose? The Customer Service Advisor connects with customers by providing tours, selling the benefits in membership, and promoting events and fitness classes. The Customer Service Advisor plays a leadership role in assisting, the Front Desk Director, provide work direction for part time customer service staff and the overall day to day operations of the front desk.

The Customer Service Advisor will need to be self-motivated in engaging with our customers and build strong relationships. It will be critical for the Customer Service Advisor to be organized to be able to take time to listen and chat to our customers before/after group fitness classes and exercise and via phone, as well as ensuring you are still able to get the administrative work accomplished. The Customer Service Advisor will also assist with customer registrations, tracking, networking with existing customers as well as on-boarding new customer service staff.

1. Job Summary:

The Member Service Advisor assists the Membership Director to provide strong leadership at the front desk in order to ensure the overall delivery of excellent customer service to all members, participants, and guests. The Member Service Advisor assists the Front Desk Manager in recruiting, staffing, training, and supervision of the membership team and handles the day to day operations of the member services desk.

2. Essential Functions:

• Play a leadership role in providing excellent customer service to members and staff.
• Provide work direction for part time member service staff.
• Perform the day to day operations of the member services desk to ensure that operations run smoothly. This may include processing memberships and registrations, assisting with tracking, retaining, and contacting current and new members, managing comment cards, updating bulletin boards, ordering and maintaining adequate supplies, maintaining the membership computer system, assisting with financial assistance and special events, providing facility tours, and responding to member’s questions and concerns.
• Assist in implementing marketing initiatives for membership and all branch programs as needed.
• Work closely with the Membership Director on continual process improvement for front desk operations and ensure financial integrity for members.

3. Relationships:

The position reports to the Membership Director who reports to the Executive Director. The incumbent works closely with the Membership Sales Advisors, member service staff, YMCA members and program participants. The incumbent assists in supervising the part time member service staff.

4. Qualifications:

Required

• High School Diploma/GED
• Minimum of 1 years experience in customer service or related area
• Certifications required within 30 days of hire: CPR/AED, and First Aid
• Knowledge of cash receipting
• Computer skills and knowledge of Microsoft Word, Excel, and PowerPoint
• Demonstrated problem solving, interpersonal and organizational skills
• Must be self-directed, motivated, and creative
• Willingness to work with people of diverse backgrounds

5. Work Conditions:

• Provide backup for the Membership Sales Advisors in touring prospective new members.
• Perform all physical aspects of the position, including moving around, standing, bending, reaching, and occasionally lifting up to 40 pounds at a time.
• Ability to respond to emergency situation in a calm and efficient manner.
• Ability to work in a fast paced and changing environment.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from branch representatives in completing projects or performing duties deemed necessary for the branch or Association success.

Diversity, Equity and Inclusion Pledge

The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association’s mission, vision and values of caring, equity, honesty, respect and responsibility.

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.