Member Services Specialist

Job Description

Job Description

For more than 50 years, Active Generations has been a trusted leader in supporting adults through wellness programs, essential services, and meaningful community connections. With a growing team across multiple locations, we continue to evolve and expand our impact while staying grounded in our mission.

Our work centers on creating environments where people can thrive—physically, socially, and emotionally. Through wellness and nutrition programs, caregiving services, and opportunities for connection, our team works together to promote active lifestyles and overall well-being. We’re guided by teamwork, compassion, and adaptability, and we’re looking for individuals who want their work to have genuine purpose and lasting impact.

SUMMARY:

The Member Services Specialist serves as the first point of contact for Active Generations, delivering exceptional customer service to members, guests, and staff. This role is responsible for managing incoming communications, maintaining membership records, and assisting with the day-to-day operations of the office.

ESSENTIAL FUNCTIONS:

• Serve as the primary contact for all incoming phone calls, emails, and in-person inquiries.
• Provide accurate and knowledgeable information about Active Generations’ programs, services, and events.
• Greet members and visitors warmly and assist with their needs.
• Conduct facility tours to prospective members to promote membership growth.
• Process payments via cash, check, or credit card using the organization's payment software.
• Perform clerical tasks, including filing, writing correspondence, and maintaining records.
• Update and maintain the membership database with accuracy and efficiency.
• Maintain updated internal directories, including staff contacts, phone lists, and emergency closure lists.
• Assist with processing daily deposits as needed.
• Develop and implement processes and procedures to improve office and membership service efficiency.
• Manage Pickleball Court Reservations using applicable software.
• Perform light cleaning tasks around the employee work area (e.g., dusting and cleaning desk areas).
• Provide support to office personnel with various projects as assigned.

EDUCATION & EXPERIENCE:

• High School Diploma or GED is required
• 1 or more years of experience as a receptionist or office manager strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES:

Demonstrated knowledge of office management systems and proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint. Strong organizational and time management skills with the ability to effectively prioritize responsibilities, manage high call volumes, and maintain efficiency in a fast-paced environment. Skilled in written and verbal communication with the ability to actively listen, problem-solve, and interact professionally with a wide range of individuals. Ability to work collaboratively within a team environment while maintaining adaptability and composure in challenging situations. Strong attention to detail and commitment to providing professional, solution-oriented service. Knowledge of and ability to support and represent the mission, values, and culture of Active Generations in daily interactions and responsibilities.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

• While performing the duties of this job, the employee is regularly required to stand and sit; use hands to finger, handle or feel a keyboard, file papers, and take notes; and talk or hear.
• The employee is required to move about and frequently reach with hands and arms; stoop, kneel, crouch to access different areas or utilize various equipment.
• The employee is required to sit and occasionally climb or balance to reach supplies.
• The employee must be able to view computer screens for small periods of time. 75% or more of the time for this position is computer related.
• The employee must regularly lift and/or move about up to 25 pounds and occasionally lift and/or move about up to 50 pounds or more. (boxes of office supplies, etc.)
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• The noise level in the work environment is usually moderate.
• This position requires work to be completed both indoors and outdoors in various weather conditions.

LEADERSHIP & MANAGEMENT:

Reports to: Membership Manager

Direct reports: None.

ACCOMMODATION :

Active Generations is committed to providing equal employment opportunities and complying with the Americans with Disabilities Act (ADA). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. Applicants or employees who require accommodation during the application or employment process should contact Human Resources.