Customer Service Operations Associate Jobs in Washington, DC

POSITION SUMMARY:

Under the direction of the Program Director, the Family Center Operations Associate is responsible for establishing strong relationships with members, associates, and Y leadership. The Family Center Operations Associate is personally committed to consistently exceeding customer expectations by meeting a broad range of Family Center operational needs. The Family Center Operations Associate is responsible for providing a high level of customer service to our associates and members. Performs routine duties including but not limited to: mentoring, training, and developing others; processing membership transactions efficiently, professionally, and accurately;  identifying member needs; promoting association products and services. In addition, the Family Center Operations Associate will help lead the family center team in achieving organizational goals. Adheres to all Y established policies, procedures, and overall compliance regulations. 

ESSENTIAL FUNCTIONS:  

• Promotes, represents, and welcomes current and potential members, associates, and vendors to the family center in a professional and inviting manner.  
• Develops a strong, value-added relationship with current and prospective members by engaging in conversations that uncover their current and future wellness needs.
• Provides solutions to ensure the member feels understood, informed, and confident in the products/services offered.  
• Leads and encourages a positive working environment with an attitude that fosters our Mission, Vision, and core values 
• Participate as a vital part of the center management team to provide consistent and exemplary services to the community.  Including sharing responsibilities as a building supervisor, participation in special events, fundraising campaigns, and shared leadership duties as assigned.
• Plan and coordinate day-to-day operations, maintenance, and repair of facilities and equipment within the assigned departments.

Proficiently performs routine and basic tasks across all product experiences within the family center: 

Membership Services: 

• Conduct tours and engage responsively to the needs of prospective members; sells memberships.
• Builds relationships with members; helps members connect with one another and the Y. 
• Handles and resolves membership concerns and informs supervisors of unusual situations or unresolved issues.
• Applies all YMCA policies dealing with member services.
• Adheres to all policies, guidelines, rules, and best practices as outlined by the Y in Central Maryland or directed by supervisor.
• Performs assigned supervisory or administrative functions as assigned by leadership. 

Youth Development: 

• Effectively and appropriately communicate with children and parents/guardians.
• Maintain a clean and disinfected environment for the safety of members and children 
•  Maintain all proper paperwork, including sign-in/out process, communication reports, incident reports, etc. 
• Must have an understanding of the age and stages of youth development.

Swim/Lifeguard Programming (Encouraged): 

• Responsible for conducting classes according to the YMCA of the USA Aquatic Program, adapted where necessary for local  conditions.
• Responsible for the safety of all swimmers during lessons and for the interpretation and enforcement of all pool rules. 
• Assisting in Lifeguarding, Swim Lesson, or Certified Pool Operator (CPO) duties.

Fitness:

• Supports the day-to-day operations of the fitness center by maintaining a safe, clean, and welcoming environment.
• Monitors the fitness floor to ensure members are following YMCA policies, including age guidelines, equipment cleaning procedures, and cell phone expectations.
• Assists members with general fitness center questions, reports safety or maintenance concerns, and helps promote a positive member experience.
• Assist in other areas as assigned 

SKILLS 

•  Proficient computer skills 
•  Customer service skills 

PHYSICAL DEMANDS:

1. Will be required to walk, stand, kneel, stoop, push, and lift up to 50 pounds.

2. While performing duties the employee may occasionally work in the outside weather conditions, and is exposed to wet, cold and /or humid conditions.

3. Continuous operations requiring attention to detail and multi-tasking.

4. Will be exposed to cleaning supplies.

5. Must be able to stand or sit for long periods of time.

6. Must be physically able to successfully complete required certifications.

An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements for the position.  They may include a background check, drug test, driver’s license record, CPS, and/or Criminal Background check.   

Additional driver’s license check, CPS, Criminal Background check, alcohol and/or drug testing may be required to be processed in the future in order to meet and maintain the minimum requirements of this position.