Member Services Associate

Job Description

Job Description

Description:

  Position Summary :
Under the direct supervision of the Membership Director, the Member Services Associate welcomes members and guests, answers phones, conducts registrations, and maintains a professional, respectful, and positive environment for all. This role supports the mission of the YMCA, a nonprofit organization committed to strengthening community through youth development, healthy living, and social responsibility.

This position also provides support in Child Watch when needed, ensuring a safe, engaging, and nurturing environment for children while parents/guardians utilize YMCA facilities.

ESSENTIAL FUNCTIONS:

1. Deliver excellent customer service to members, guests, and program participants in person and over the phone while promoting YMCA programs and supporting membership growth and retention across assigned YMCA locations.
2. Conduct tours, assist with membership sales and program registration, and maintain accurate records and basic administrative functions.
3. Build positive relationships with members and families, fostering a welcoming environment aligned with YMCA core values of caring, honesty, respect, and responsibility.
4. Address and resolve member concerns in a professional manner, escalating issues when appropriate.
5. Provide safe, attentive supervision of children in the Child Watch area on an as-needed basis, ensuring a clean, organized, and secure environment.
6. Engage children in age-appropriate activities and communicate effectively with parents/guardians regarding their child’s experience when assigned to Child Watch.
7. Follow all YMCA policies and procedures, including child safety protocols and emergency response guidelines.
8. Demonstrate professionalism, contribute to a positive team environment, and support YMCA programs, events, and overall operations across facilities as needed.
9. Perform other duties as assigned.

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 strengthen our community, beginning with you.

Requirements:

  YMCA COMPETENCIES (Leader):
Advancing Our Mission & Cause: Provide visionary leadership to the organization and to ensure that all resources are mobilized to adapt to new challenges and needs in the community.
Building Relationships: Connect people to the Y’s cause by developing inclusive relationships, partnerships and collaborations so that Ys can co-create solutions to pressing social needs.
Leading Operations: Ensure relevance, effectiveness, and sustainability of the organization so that we can continue to fulfill our promise to the community.
Developing & Inspiring People: Support the holistic development of self and others so that everyone can embrace the Y’s cause, sustain the Y’s culture, and inspire others to take individual and collective action to further our impact. 

QUALIFICATIONS:

1. Minimum High School Diploma/GED 
2. Previous customer service, sales, or related experience.
3. Excellent interpersonal and problem-solving skills.
4. Ability to work well with a diverse group of children, parents, co-workers, and adults
5. Basic knowledge of computers.
6. Applicable certifications such as CPR/AED and First Aid can be obtained within 30 days of hire. 

PHYSICAL DEMANDS:

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. 
• The employee frequently is required to stand, sit, and reach and must be able to move around the work environment. 
• The employee must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities this job requires include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate. 
• Must have visual and auditory ability to respond to critical incidents and the physical ability to respond swiftly in an emergency.
• Must be able to coordinate a variety of large and small tasks simultaneously and handle tension and stress in a positive manner