Senior Member Services Rep

Job Description

Job Description

YMCA OF GREATER HARTFORD JOB DESCRIPTION

Job Title: Senior Member Service Representative (Senior MSR)
FLSA Status: Non-Exempt
Job Grade:
Primary Department: Membership
Reports to: Membership Director
Revision Date: 09/04/2026
Leadership Level: Leader

Note:  May require Evenings and Weekends. 

The YMCA of Greater Hartford is an association open to all committed to helping people reach their potential in spirit, mind, and body. Our commitment is based on the belief that the purpose of this three-fold development is to live out the values of Caring, Honest, Respect and Responsibility.

POSITION SUMMARY:

Under the supervision of the Membership Director, the Senior Member Service Representative (Senior MSR) provides exceptional customer service and supports the daily operations of the Welcome Center and Membership Department. The Senior MSR serves as a senior resource and role model for Member Service Representatives (MSRs), assists with training and onboarding, processes membership transactions and changes, supports membership acquisition and retention efforts, and helps ensure a welcoming and positive experience for all members and guests.

The Senior MSR is responsible for supporting the smooth operation of the Welcome Center during assigned shifts, assisting MSRs with questions and member concerns, completing administrative responsibilities, and supporting membership initiatives that contribute to the overall success of the branch.

ESSENTIAL FUNCTIONS:

1. Knowledge of YMCA of Greater Hartford procedures, rules, regulations, guidelines, membership policies, and branch procedures.

2. Serve our diverse communities equitably and act with an inclusive, anti-racist lens at all times; promote a brave, respectful culture at the Y.

3. Provide exceptional customer service and create a welcoming, positive experience for all members, prospective members, and guests.

4. Serve as a senior resource and role model for Member Service Representatives by providing guidance, support, and assistance with questions and situations that arise.

5. Assist with the training and onboarding of new MSRs, including Welcome Center procedures, membership processes, customer service expectations, YMCA policies, and applicable systems.

6. Lead the Welcome Center during assigned shifts, ensuring smooth daily operations, appropriate staff coverage, and adherence to established procedures.

7. Perform the standard responsibilities of an MSR, including greeting members and guests, answering questions, processing transactions, enrolling members in programs and classes, and providing information about YMCA services and membership benefits.

8. Process membership changes and related documentation, including membership holds, cancellations, transfers, payment authorizations, and program registrations.

9. Assist with financial assistance application approval and reverification by ensuring members provide required documentation while maintaining confidentiality.

10. Ensure accurate cash handling, daily transactions, reports, and front-desk procedures.

11. Maintain a clean, professional, organized, and welcoming Welcome Center environment.

12. Ensure all necessary Welcome Center supplies and inventory are stocked and alert the Membership Director of items that need to be ordered or replenished.

13. Support membership retention efforts by identifying member needs, addressing concerns, and connecting members with appropriate programs, services, and resources.

14. Support membership termination prevention and retention efforts by running reports and proactively contacting members with pending future terminations to address concerns, identify retention opportunities, and encourage continued membership.

15. Assist with termination recovery efforts by contacting former members and identifying opportunities to re-engage them with the YMCA.

16. Assist with membership promotions, follow-up calls, outreach, and other initiatives designed to increase membership acquisition, engagement, and retention.

17. Give cause-driven tours to prospective members and effectively communicate the YMCA's mission, programs, services, and membership benefits.

18. Meet or support budgeted membership acquisition, revenue, and net unit goals each month.

19. Utilize Daxko Engage to create and implement member engagement initiatives designed to increase member acquisition and retention.

20. Assist new members with onboarding, including downloading the YMCA app and providing instruction on how to access class schedules, program schedules, and register for group exercise classes.

21. In conjunction with the Membership Director, monitor Net Promoter Score (NPS) feedback and follow up with member concerns in a timely and appropriate manner.

22. Identify opportunities to improve member engagement and provide ideas and recommendations to the Membership Director.

23. Help ensure consistent enforcement of YMCA policies, including facility access, membership, guest, age, and safety policies.

24. Communicate important member, staffing, facility, and operational issues to the Membership Director and appropriate leadership.

25. Work collaboratively with the Membership Director and Marketing Department to assist with social media management and membership-related promotional initiatives.

26. Collaborate with other departments to promote programs, services, events, and opportunities that enhance member engagement and support membership goals.

27. Assist the Membership Director with administrative tasks, reporting, projects, and other duties as assigned.

28. Participate in staff training, meetings, annual campaign activities, special events, and other branch or Association initiatives as required.

29. Maintain confidentiality of member and organizational information in accordance with YMCA policies and applicable regulations.

30. Act as a positive role model for MSRs and contribute to a collaborative, team-oriented work environment.

31. Perform other duties as assigned.

QUALIFICATIONS:

• Strong customer service, communication, organizational, and problem-solving skills.
• Demonstrated ability to work effectively with diverse populations and provide inclusive, equitable service.
• Ability to multitask, prioritize responsibilities, and remain organized in a fast-paced environment.
• Ability to work independently while also functioning effectively as part of a team.
• Ability to provide guidance and support to fellow team members.
• Strong attention to detail and ability to accurately complete administrative and financial transactions.
• Ability to maintain confidentiality when handling member information and financial assistance documentation.
• Experience with membership software, point-of-sale systems, customer relationship management (CRM) systems, or similar software preferred.
• Ability to learn and utilize Daxko and other YMCA systems effectively.
• Professional, dependable, positive, and service-oriented demeanor.
• This position may be authorized to have access to protected Health Information (PHI) to perform specific job duties.
• Ability to represent the YMCA professionally and support the mission and values of the YMCA of Greater Hartford.
• CPR/AED and First Aid certification required or must be obtained within 90 days of hire.

EDUCATION:

• High school diploma or equivalent required.
• College coursework or degree in business, recreation, hospitality, communications, or a related field preferred.

EXPERIENCE:

• Minimum of two (2) years of experience in customer service, membership, sales, hospitality, front-desk operations, or a related field preferred.
• Previous experience in a YMCA or membership-based organization preferred.
• Previous experience training or providing leadership to staff preferred.

PHYSICAL REQUIREMENT:

• Ability to sit, stand, walk, bend, stoop, and move throughout the Welcome Center and YMCA facility for extended periods.
• Ability to lift and carry supplies and equipment weighing up to 25 pounds.
• Ability to use a computer, telephone, point-of-sale system, and other office equipment.
• Ability to communicate effectively with members, guests, staff, and leadership in person, by telephone, and through electronic communication.
• Ability to respond appropriately and calmly to member questions, concerns, and potentially stressful situations.
• Ability to move throughout the YMCA facility and access various program and service areas as needed.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as required by branch operations.
• Ability to perform duties in a fast-paced environment while maintaining a high level of customer service and professionalism.