Under the supervision of the Senior Director, the Supportive Services Representative helps create a welcoming, safe, and supportive environment for YMCA dorm members. This position builds meaningful relationships with residents and has a positive influence on their experience by providing helpful, friendly, and professional customer service. The Supportive Services Representative serves as an important point of contact for residents, healthcare providers, case managers, and others, while helping ensure the day-to-day operations of the residence run smoothly.

Responsibilities include answering phones, receiving and tracking rental payments, communicating house rules and expectations, monitoring the building and responding appropriately to safety concerns, assisting residents with questions and needs, and representing the mission, purpose, image, and core values of the YMCA of Southern Maine.

Schedule Flexibility - We're Open to the Right Fit! We're looking to fill the following shifts:

• Sunday: 8:00 a.m. – 2:00 p.m.
  
• Tuesday: 4:00 p.m. – 12:00 a.m.
  
• Friday: 4:00 p.m. – 8:00 p.m.
  
• Saturday: 8:00 a.m. – 2:00 p.m.
• Hours and shifts are subject to change.

We're open to hiring multiple candidates to create the schedule that works best for everyone. If you're available for one or more of these shifts, we'd love to hear from you! Please let us know which days and times you're available when you apply. 

Location: 70 Forest Ave Portland, Maine 04104 United States

Notice Regarding Maine Employer Surveillance Statute: Pursuant to Maine's Employer Surveillance Statute, prospective employees are notified that the YMCA of Southern Maine may engage in electronic monitoring of employees. "Electronic monitoring" is defined as the collection of information on an employer's premises concerning employees' activities or communications by any means other than direct observation, including the use of a computer, telephone, wire, radio, camera, electromagnetic, photoelectronic, or photo-optical systems.

Information collected may be used for legitimate business purposes, including safety, security, compliance, and operational management.

• Greets all dorm members, healthcare providers, and case managers and provides excellent customer service both on the phone and in person by providing accurate and complete information, and addresses any problems or concerns.
• Demonstrates clear knowledge and understanding of YMCA of Southern Maine policies and procedures by accurately conveying and implementing with members.
• Provides timely and efficient service in providing assistance with lockouts.
• Learns prospective dorm members’ needs and interests through appropriate questioning and listening techniques while maintain professional boundaries.
• Incorporates YMCA mission and core values in daily interactions with all.
• Manages and monitors use of membership, resident cards and photos.
• Manages all monetary transactions accurately including: accepting payments, issuing receipts, and depositing payments.
• Processes all rental transactions effectively and accurately.
• Collects dorm member comments and distributes those comments appropriately.
• Provides rapid and timely response to all accidents, situations, incidents and emergencies appropriately, calmly and professionally using proper techniques.
• Demonstrates strong problem solving skills and takes ownership of resolving dorm member needs/complaints in a timely manner.
• Provide administrative support to the supportive services office as needed.
• Demonstrates a pro-active approach to completing ongoing needed tasks during “down time” at the dormitory desk.
• Adheres to all Y Brand guidelines and receives prior approval for use and creation of any Y related social media from the Marketing department.
• Is an advocate to the Y by promoting our cause. Assists with the annual campaign by increasing awareness about the campaign within the Y community.
• Learn and actively utilize ADP Employee Portal on a consistent basis.
• Other duties as required.

• Must be 18 years of age.
• Exercises good judgment around areas of responsibility.
• Excellent customer service and verbal communication skills.
• Background in social work preferred.
• Ability to use Microsoft Office Suite and learn software applications quickly.
• Ability to work with frequent distractions and interruptions.
• Organizational skills and possess attention to detail.
• A clean record as determined through criminal background check and fingerprinting through the Office of Children and Family Services (OCFS).

• Free personal membership
• Earned Paid Leave
• Generous program discounts
• Meaningful assistance programs like mentoring and retirement (403(b) and Y Retirement when eligible)
• Training, certification and advancement opportunities