OUR CULTURE:

Guiding Principles describe our behaviors to support our organization’s work throughout its life in all circumstances, irrespective of changes in goals, strategies, and leadership. Our Guiding Principles are as follows: We CULTIVATE-We grow staff and volunteer leaders who will be stewards of the Y mission, resources, and opportunities. We OWN-We think long-term and act on behalf of the organization, beyond our own team. We WELCOME-We are inclusive of all people and all communities. We SERVE-We provide timely and excellent service to members, volunteers, community, and each other. We LEARN-We are never done learning and always seek to improve. We are curious about new possibilities and act to explore them. We UNITE-We work together to achieve big goals and speak as one voice. We RESPECT-We treat others with kindness and speak positively about other people in all situations. We PLAY-We celebrate, appreciate, and have fun!

The YMCA of Great Grand Rapids utilizes a Membership By Design framework, which is a member involvement and community building model for YMCAs across the country. All staff members—front-line, management, full- and part-time—and volunteers have a role to play in member engagement. These responsibilities can be broken into six steps:

• Enrollment: Staff and volunteers encourage potential members to enroll in programs and activities that meet their needs.
• Satisfaction: Staff and volunteers ask members continually about their satisfaction with a program or activity, track responses, listen to suggestions, and respond promptly in a manner consistent with the values of caring, honesty, respect, and responsibility.
• Relationship Building: Staff and volunteers are open, friendly, and approachable to all YMCA members and participants. Staff and volunteers initiate interaction with and between members.
• Education and Conversion: Staff and volunteers know about and share their knowledge of the YMCA, its programs, its policies, its mission, its values, and how it benefits members and the community.
• Volunteerism and Leadership: Staff and volunteers create opportunities for members to volunteer in their areas of interest, and they ask members to do so whenever appropriate.
• Ownership: Staff and volunteers encourage members to “own” the YMCA, using words such as “we,” “us,” and “our association” (and actions that match those words) to include members as well as staff and volunteers.

POSITION SUMMARY:

The Business Services Representative is responsible for answering calls from members to process membership applications, program registrations, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, and solicit memberships or donations. This position requires working closely with management, IT, members, and the public. Hours will vary for this role. Monday - Friday, 8am-7pm.

ESSENTIAL FUNCTIONS:

Membership Service and Engagement

• Professionally answer all incoming phone calls
• Handle program registrations, transfers, inquiries, and refunds
• Process memberships and renewals
• Complete call logs
• Schedule appointments and reservations through scheduling system
• Respond to the Information Help Desk inquires
• Handle and resolve member concerns
• Provide callers with product and service information
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up on inquires as necessary
• Process membership holds, cancellations, and changes
• Input and edit member profile data

Performs any other functions necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids

COMPENSATION

$11.57/hr - $14.47/hr; Non-Exempt; Part Time (up to 25 hours/week)

Free YMCA Individual Membership!

QUALIFICATIONS:

High school diploma and Associates degree preferred. At least 6 month’s customer service, sales, or data entry experience; six months or more experience in a contact center environment, or equivalent combination of education, training, and experience. Customer service skills and friendly, positive demeanor, required. Working knowledge of computers, ability to learn proprietary software. Ability to interact with people from all ethnic backgrounds, ages, and lifestyles, strong human relation skills, strong oral and communication written skills, a strong sense of time management and the ability to exercise discretion. YMCA or not for profit experience preferred.

CERTIFICATES, LICENSES, REGISTRATION

• Blood Borne Pathogen training
• Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
• First Aid Certification required within the first 60 days
• State of Michigan criminal background clearance (ICHAT)

YMCA LEADERSHIP COMPETENCIES:

Functional Expertise

• Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Uses best practices, guidelines, and industry standards as a framework to improve performance.

Engaging Community

• Recognizes and articulates that the Y is a not-for-profit, charitable organization committed to serving the entire community.
• Serves others by intentionally welcoming, connecting, and supporting them, and inviting them to get involved and give back to the community.

Communication & Influence

• Interprets messages and body language effectively.
• Listens with the intent to understand the perspective of others by using appropriate communication methods, including open-ended questions.
• Responds to the individual needs of the other person.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information one-on-one to members, volunteers, and staff.
• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
• Ability to compute rate and ratio.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• Ability to frequently required to stand, sit, and use hands to finger, handle, feel, and reach with hands and arms.
• Ability to occasionally require to walk.
• Ability to occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.

TRAVEL

0-5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.