Membership Services Executive

POSITION OBJECTIVE Reporting to the Membership Supervisor and/or Director of Membership Sales and Services, this position provides outstanding service and sales to YMCA members, prospective members, and participants and completes all related administrative functions. MAIN RESPONSIBILITIES

• Adherence to the YMCA Child Protection Policies and Procedures ensuring a safe environment for children, young people/vulnerable adults; identifying children, young people/vulnerable adults who are suffering, or likely to suffer, significant harm; and taking appropriate action to see that such children, young people/vulnerable adults are kept safe at the YMCA.
• Adherence to the YMCA Occupational Health & Safety Policy and accountable to work safely at all times, to identify and report hazards, to take whatever measures necessary and reasonable in the circumstances, to protect and promote health and safety.
• Ensure THE Y WAY and Brand Standards are met and exceeded.
• Serve as a role model to members, volunteers and staff by demonstrating our YMCA values.
• Understand, promote, participate and solicit others to participate in YMCA philanthropic, recognition and awareness events and activities in the organization.
• Greet all members with a smile and use their name.
• Provide current and accurate information to members and prospective members in a professional and friendly manner in person, on the phone, and by email.
• Offer tours to prospective members and answer any questions they have about our programs and services.
• Complete follow up calls to prospective members who are thinking about joining the YMCA.
• Sell, cancel, and suspend memberships and complete activity registrations using our membership software: Active. Net. Participate in ongoing Active. Net training.
• Promote and facilitate financial assistance for memberships, in accordance with guidelines provided.
• Take personal responsibility for and listen with empathy to each member and guest complaint. In all cases, attempt to provide an immediate satisfactory resolution and/or explanation to the complainant. If this is not possible, immediately refer the concern to your supervisor and, whenever appropriate, provide a personal follow up to the member or guest
• Accurately complete all sales transactions, payments, and balancing of cash.
• Help members and the public navigate our online platforms including the member portal, website, and app.
• Work as part of a team to ensure that the membership desk is clean, organized, and stocked with supplies and merchandise.
• Always be appropriately dressed in uniform and well groomed.
• Assist with training new staff/volunteers in procedures and practices.
• Attend staff meetings, planning sessions, and training events as required.
• Remain flexible – willing to learn new skills and alter shifts.
• Maintain regular attendance and punctuality.
• Complete other duties as assigned.

QUALIFICATIONS

• Clear vulnerable sector and criminal record check.
• Minimum 1-year experience in customer service preferred.
• Computer and cash handling experience
• Willingness to learn about the YMCA standards of service and to deliver exceptional YMCA member experiences.
• Able to take initiative and problem solve in stressful situations.
• Bilingual
• Able to work flexible hours – early mornings, days, evenings, weekends, and holidays.
• Standard First Aid and Basic Rescuer CPR (certification required within 60 days from start date) REQUIREMENT Conflict of Interest and Post-Employment Conduct This position shall not, for the duration of employment, hold any direct or indirect interest, employment, or engagement in any organization that conducts business which may be perceived as similar to, or in competition with, the YMCA of Greater Moncton, without prior approval from the YMCA Department VP or Director. In line with the YMCA’s privacy standards and ethical business practices, the employee in this position agrees to refrain from contacting YMCA clie