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.