Member Service Representative (Andover/North Andover)

Under the supervision of the Welcome Center Director, the Membership Services Representative Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the front desk and lobby area. Actively works on assigned projects that advance membership engagement and sales. Approximately 15-20 hours per week.

Branches: Andover/North Andover

Status: Non-exempt. Part Time

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. To thrive in this role you must have a strong sense of compassion and understanding, and an interest in working directly with youth, and the ability to communicate effectively with children, education teams, and colleagues.

• Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
• Interviews and/or tours prospective members; sells memberships.
• Builds relationships with members; helps members connect with one another and to the YMCA.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Applies all YMCA policies dealing with member services.
• Able to handle money and balance cash drawer.
• Ability to communicate and work with other departments.
• Works on projects and tasks that improve member experience as well as membership sales.
• All other duties as assigned by supervisor.

• Ability to thrive in an environment with the unique challenges of a non-profit community service organization
• Ability to speak concisely and effectively communicate needs
• Must have superior interpersonal and communications skills and be sensitive, adaptable, professional, and articulate when dealing with others
• Basic math, personal computer skills and experience with standard business software
• Ability to build genuine relationships with participants and maintain a welcoming environment with people from all walks of life
• Versatility, flexibility, and a willingness to work enthusiastically within constantly changing priorities
• Must be able to maintain confidentiality
• Ability to handle multiple tasks simultaneously and to prioritize appropriately
• Must have effective conflict resolution skills
• Must be able to work autonomously within the YMCA core values of Caring, Honesty, Respect and Responsibility
• Current CPR/AED certification or ability to become certified within first 60 days
• Complete Redwood Child Abuse Protection Training within first 5 days
• Availability for nights and weekends
• Bilingual Preferred

Mission Advancement: Accepts and demonstrates the Y’s 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 person’s 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.

To apply, please send cover letter and resume to Ryan McVann, Senior Membership Director at rmcvann@mvymca.org or apply in person at Andover/North Andover YMCA located at 165 Haverhill Street, Andover MA 01810.

The Merrimack Valley Y appreciates our staff and provides a strong competitive salary and comprehensive benefits plan including quality health and dental insurance, vision, long & short term disability, 12% Retirement paid by Y once eligibility is met, free family membership and generous time off and EAP.  We are an equal opportunity employer – For All.