Member Services Representative Sundays 6Am-12Pm

 THE SHIFT IS:  SUNDAYS 6AM - 12PM 

JOB DESCRIPTION MEMBER SERVICES REPRESENTATIVE

The Member Service Representative is the first face of the Whitin Community Center. Their primary responsibility it is to welcome and inform the customer in a positive manner. Their primary responsibility is to provide great customer service and complete support to all members and potential members in person, by phone, and via electronic media.

REPORTS TO: Director of Member Services

EMPLOYMENT STATUS: Hourly Non-Exempt

PRIMARY RESPONSIBILITES:

• Greet all individuals as they enter and exit the building
• Respond to member questions, concerns and conflicts in an accurate, timely and appropriate manner.
• Provide tours for prospective members.
• Exhibit professional demeanor and body language at all times.
• Answer and direct all incoming calls to the appropriate person or department.
• Field all Splash Party requests and follow-up with the Senior Director of Fitness and Wellness.
• Control access to various parts of the building, including the locker rooms and fitness room by checking in members for daily programs and by means of a security camera surveillance system.
• Check all communications and memos for daily updates at the beginning of each shift.
• Accountable for the correct tabulation of all income processed through the member services desk cash register during his or her shift, including starting and weekend change.
• Collect all fees from members and non-members for Whitin Community Center programs, including but not limited to: cash receipts, refund or discounts for memberships, programs requiring advance registration, childcare, vending and resale payments.
• Register all members/ customers for programs which require advance registration.
• Distribute keys, member cards, babysitting/class cards, etc. and collect appropriate fees for them.
• Provide information on all Whitin Community Center programs, cost, policies, events and facility information to the general public who inquire in person or by phone.
• Maintain an orderly desk area, providing handouts, stocking schedules and organizing files.
• Enforce all facility policies and rules
• Ability to communicate and work with other departments.
• Attend all scheduled staff meetings and training sessions mandated by your supervisor
• Maintain accurate time sheets and submit in timely manner
• Meet all expectations of primary job responsibilities.
• Adhere to WCC Core Competencies and Employee Manual
• Bring to the attention of the Member Services any problems, complaints or suggestions as they relate to the customer, desk or staff.
• Note: This job description is not intended to be all-inclusive. Employee may be asked to perform other duties related to primary job as needed.***

• Graduate from an accredited High School.
• Strong customer service skills with excellent oral and written communication skills to work positively with different population, in groups and individually.
• Friendly, confident and outgoing.
• Exhibits a great deal of patience under any and all circumstances.
• Possess strong organizational and multi-tasking skills.
• Ability to focus and accomplish detailed tasks despite interruptions.
• Must have excellent communication skills via telephone, computer and in person.
• Good penmanship and grammatical skills i.e. - spelling
• Effective sales skills / knowledge needed to answer questions and sell a membership to a prospective member.
• Computer skills a must, experience with Microsoft Office a plus
• Team player-willing to be flexible to cover other hours as needed including weekends.
• Able to work independently
• Willing to work evenings, weekends and/or holidays.

WHITIN COMMUNITY CENTER CORE COMPETENCIES

1. Supports the Mission, Vision and Direction of the Whitin Community Center: Understands and supports the mission of the Whitin Community Center; displays the Whitin Community Center values; displays flexibility and accepts change; is willing to try new methods and make suggestions; shows a strong commitment to the Whitin Community Center; conveys enthusiasm for the Whitin Community Center and his/her work.
2. Builds Community: Understands and embraces the role of volunteers; helps members and participants make connections to others and to the Whitin Community Center; practices effective relationship-building techniques; supports the role of fund-raising in achieving the Whitin Community Center mission.
3. Provides a Quality Experience for Members, Participants, Internal Customers and Others: Possesses the ability to deliver outstanding experiences for members, participants, internal customers and others; builds warm and supportive relationships; consistently greets and assists everyone in a positive way; strives to provide service that will exceed expectations; responds to concerns and complaints in a way that makes each person feel valued; initiates action for prompt resolution; looks for better ways to serve and involve members, participants, internal customers and others.
4. Works Productively: Demonstrates responsible actions; consistently performs duties in a safe and conscientious manner within the agreed upon timeframe; follows standards, policies, and procedures; is reliable and consistently punctual; actively participates in staff meetings, required trainings, and other work-related activities; uses good judgment; uses Whitin Community Center resources appropriately and efficiently.
5. Uses Effective Personal Behaviors/Communicates Effectively: Treats everyone with courtesy, respect and consideration; displays integrity; listens actively and genuinely; communicates in a clear and pleasant manner; embraces differences among people; demonstrates an active willingness to learn and grow; accepts constructive criticism; works cooperatively as a team member.