Member Services Associate

Job Description

Job Description

POSITION DETAILS: 
Job Title: Member Services Associate
Status: Part Time Non-Exempt
Department: Member Services
Reports to: Membership Director

POSITION SUMMARY: 
The Member Services Associate plays a vital role in advancing the YMCA’s mission of strengthening 
community by connecting people to their potential, purpose, and one another. This position serves as the 
first point of contact for members and guests, ensuring a welcoming environment and providing exceptional 
customer service. By building relationships, processing memberships, and supporting engagement, the 
Member Services Associate creates meaningful connections that strengthen belonging. Guided by the 
YMCA’s core values— Caring, Honesty, Respect, and Responsibility —we foster a culture that is 
Welcoming, Genuine, Hopeful, Nurturing, and Determined . 

KEY RESPONSIBILITIES: 
• Provide excellent service to members, guests, and participants in person, over the phone, and online. 
• Process sales transactions, reconcile cash drawers, and ensure accuracy in membership and program 
registrations. 
• Conduct tours that highlight YMCA mission and values; promote and sell memberships. 
• Greet members and guests with professionalism and the Y-Voice: Welcoming, Hopeful, Determined, 
Genuine, and Nurturing. 
• Support members by answering questions, resolving concerns, and connecting them with programs and 
opportunities. 
• Maintain lobby and front desk areas to ensure a safe, clean, and welcoming environment. 
• Build authentic relationships with members, helping them feel connected to the YMCA and one another. 
• Apply YMCA policies, standards, and procedures consistently. 
• Uphold professional conduct, appearance, and integrity in all interactions. 
• Attend required trainings, meetings, and organizational events. 
• Perform other duties as assigned in support of the YMCA’s mission and strategic goals. 

YMCA COMPETENCY AREAS: 
• Communication & Influence: Builds trust and engages members through effective communication. 
• Engaging Community: Connects members to the Y community and creates opportunities for 
involvement. 
• Emotional Maturity: Remains calm, patient, and professional in busy or challenging situations. 
• Critical Thinking & Decision Making: Responds to member concerns and situations with sound 
judgment. 
The Y: We strengthen the community through youth development, healthy living, and social responsibility. 

QUALIFICATIONS: 
• Must be at least 18 years of age. 
• Previous customer service, sales, or related experience preferred. 
• Strong interpersonal and problem-solving skills. 
• Ability to relate effectively to people of diverse backgrounds and experiences. 
• Basic computer skills required; familiarity with membership software preferred. 
• Ability to work independently with minimal supervision. 
• Understands that the YMCA is a public accommodation committed to compliance with the Americans 
with Disabilities Act (ADA). 

REQUIRED TRAINING AND CERTIFICATIONS:
(or willingness to complete within designated timeframe upon hire) 
• YMCA-approved Bloodborne Pathogens Training 
• Mandatory Child Abuse Reporting Certification 
• Emergency Procedures Training 
• CPR and First Aid Certification 

WORK ENVIRONMENT AND PHYSICAL DEMANDS: 
• Ability to use a computer and phone for extended periods. 
• Frequent sitting, standing, and moving around the work environment. 
• Ability to lift up to 25 lbs. using proper technique. 
• Specific vision abilities include close vision, distance vision, peripheral vision, and ability to focus. 
• Work environment noise is typically moderate. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the 
essential functions.

 
IMPACT STATEMENT: 
This role directly contributes to the Norm Waitt Sr. YMCA’s mission by creating a welcoming and supportive 
front-line experience for members and guests. Through excellent service, meaningful connections, and 
accurate processing, the Member Services Associate strengthens both our Siouxland community and the 
broader impact of the YMCA across the country.