Member Services Representative

Job Description

Job Description

Description:

 

Member Services Representative (Welcome Center)

Full-Time | Rockland Branch
$18.00–$19.00 per hour

Are you someone who enjoys helping people, building relationships, and creating a welcoming environment? The Penobscot Bay YMCA is looking for a friendly, dependable, and customer-focused Member Services Representative (Welcome Center) to serve as the first point of contact for our members, guests, and program participants.

As the face of the YMCA, you'll help create a positive experience for every person who walks through our doors. From greeting members and answering questions to assisting with memberships, program registrations, and day-to-day operations, you'll play an important role in helping our community feel welcome, connected, and supported.

Why Join the Penobscot Bay YMCA?

At the Penobscot Bay YMCA, we're more than a fitness center—we're a community dedicated to strengthening the health and well-being of individuals and families throughout Midcoast Maine. Our staff work together to create a welcoming, inclusive environment where people of all ages and backgrounds can learn, grow, and thrive.

As a full-time employee, you'll enjoy a comprehensive benefits package, including:

• Competitive pay
• Health, dental, and vision insurance
• Employer-paid life insurance
• Long-term disability insurance
• Generous Paid Time Off (PTO)
• Paid holidays
• Retirement benefits through the YMCA Retirement Fund
• Free YMCA membership
• Opportunities for professional growth and development

What You'll Do

• Welcome members, guests, and program participants with exceptional customer service.
• Assist with memberships, program registrations, and account updates.
• Answer phones, respond to inquiries, and provide information about YMCA programs and services.
• Process payments and maintain accurate member records using Daxko software.
• Conduct facility tours for prospective members.
• Help maintain a clean, organized, safe, and welcoming welcome center, lobby, and fitness center.
• Build positive relationships that encourage member engagement and retention.
• Support the daily operations of the branch while contributing to a collaborative team environment.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.

We are welcoming: We are open to all. We are a place where you can belong and become.

We are genuine: We value you and embrace your individuality.

We are hopeful: We believe in you and your potential to become a catalyst in the world.

We are nurturing: We support you in your journey to develop your full potential.

We are determined: Above all else, we are on a relentless quest to make our community stronger, beginning with you.

The Penobscot Bay YMCA strictly follows a zero-tolerance policy regarding child abuse.

Requirements:

 

Essential Functions

• Deliver exceptional customer service to members, guests, and program participants in person, by phone, and through email. 
• Welcome members and visitors, ensure proper facility check-in, and create a positive first impression. 
• Promote YMCA memberships, programs, and services while assisting prospective members with tours and enrollment. 
• Process memberships, program registrations, payments, and account updates accurately using Daxko software. 
• Build positive relationships with members and connect them with YMCA programs and services. 
• Accurately handle cash, checks, credit card, and electronic transactions while maintaining balanced cash drawers. 
• Maintain the cleanliness, organization, and appearance of the Welcome Center, lobby, and fitness center. 
• Respond promptly to member questions, concerns, and immediate safety hazards while following YMCA policies and procedures. 
• Perform general administrative duties and support the daily operations of the branch. 
• Perform other duties as assigned to support the mission and operations of the Penobscot Bay YMCA. 

Qualifications

• High school diploma or GED required. 
• Previous customer service, hospitality, retail, sales, or related experience preferred. 
• Excellent interpersonal, communication, and relationship-building skills. 
• Strong customer service mindset with the ability to create a welcoming and inclusive environment. 
• Ability to communicate professionally and effectively with individuals from diverse backgrounds. 
• Strong organizational, problem-solving, and multitasking skills in a fast-paced environment. 
• Basic proficiency with computers, Microsoft Office, Google Workspace, email, and the ability to learn Daxko software. 
• Ability to accurately handle financial transactions and maintain confidentiality. 
• Ability to work independently and collaboratively as part of a team. 
• CPR, First Aid, and AED certification, or the ability to obtain certification within 30 days of hire. 

Work Environment & Physical Requirements

• Ability to stand, walk, sit, bend, reach, and move throughout the facility during the workday. 
• Regular use of computers, telephones, and other office equipment. 
• Ability to communicate effectively in person, by telephone, and electronically. 
• Ability to lift, carry, push, and/or move up to 20 pounds. 
• Ability to work in a fitness and recreation environment with a moderate noise level. 
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

 

We recognize that great candidates don't always meet every qualification listed. If you're passionate about community health, education, prevention, and making a positive impact in Midcoast Maine, we encourage you to apply. Training, certification support, and professional development are provided to help you succeed in this role.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.