Membership Services Representative

MISSION STATEMENT 

The Wisconsin & Upper Michigan Division of The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

SUMMARY/PRIMARY PURPOSE:

The Membership Services Representative’s primary responsibilities are the execution of the day to day operations and workflow of the Welcome Desk and to deliver high quality customer service at all times. This individual must be knowledgeable on facility programs, able to communicate that knowledge effectively, and be able to complete the necessary paperwork and computer transactions associated with Welcome Desk functions. There is currently a need for individuals who are available to work evening and weekend shifts (3:00 pm- Close weekdays; 6:00 am - 6:00 pm Saturdays) 

ESSENTIAL FUNCTIONS:  This job description should not be interpreted as all inclusive.  It is intended to identify the essential functions and requirements of this position.  The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.

1. Must consistently provide high quality customer service by becoming thoroughly knowledgeable on facility programs and services, communicate that knowledge effectively, and complete all necessary paperwork and sales functions to support day to day operations.
2. Responsible for the accurate and consistent collection of all fees and information related to memberships, day passes, gift cards, classes, rentals, etc. according to policies and procedures.
3. Ensure all requests are met and tasks completed in a friendly, professional, accurate, timely, and confidential manner.
4. Direct incoming phone calls to the appropriate department. Report problems/issues to appropriate departmental supervisors or Manager on Duty as necessary.
5. Provide effective tours to drive new memberships.
6. Assist with customer retention by contacting members to secure updated credit and bank card information to keep the customer’s membership from lapsing.
7. Ensure Welcome Desk is clean, organized, and stocked with up-to-date program guides, forms, and sales items.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM QUALIFICATIONS REQUIRED:

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent preferred.
• Minimum of one year customer service experience, including cash-handling.

- OR -

• Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

LICENSES AND CERTIFICATIONS: First Aid, CPR and AED Certification to be obtained within 90 days of hire.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong verbal and written communication skills.
• Possess an energetic, outgoing, and friendly demeanor.
• Sales and closing skills.
• Ability to thrive in a dynamic environment and possess a high level of comfort adapting to continuous changes.
• Ability to address multiple projects in a timely manner while being responsive and detail-oriented.
• Ability to interact with co-workers and the public in a positive, professional manner.
• Ability to work with people of diverse backgrounds and circumstances. 
• Ability to work in a team setting with other professionals. 
• Exercise good judgment in personal actions.
• Strong computer skills, including use of Microsoft Office products, e-mail, and Internet.

MENTAL AND PHYSICAL ABILITIES: The physical demands described at the Wisconsin & Upper Michigan Kroc Center 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.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS:  Work environment characteristics described at the Wisconsin & Upper Michigan Division Kroc Center 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.

This job is in a busy community center environment. The duties of this job will be primarily performed indoors under normal room temperatures, although temperatures may vary and may be cooler or warmer than a typical office environment. The noise level in this work environment will vary from low to loud.

For other duties of this job, such as outdoor special events and community center activities, the employee may be exposed to weather conditions prevalent at the time. The noise level in the work environment at these events is usually moderate to loud.

This job requires that the employee be available to work evenings, weekends and holidays.

All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.