Member Services Associate

POSITION SUMMARY:

Under the general supervision of the Member Service Director, the Member Service Associate is responsible for delivering exceptional customer service to all members and guests through in-person, phone, and digital interactions. This role exists to foster positive relationships, support engagement and retention, and ensure a welcoming and efficient experience as the initial point of contact for the YMCA.

Wed. and Thurs. evenings 5-9pm with alternating Weekends.

ESSENTIAL FUNCTIONS:

• Deliver outstanding customer service by greeting and engaging members and guests in a friendly and professional manner, responding promptly to inquiries and concerns to create a welcoming and supportive environment.
• Accurately process membership and program transactions by completing registrations, payments, and adjustments in Daxko, ensuring financial accuracy and compliance to maintain trust and operational integrity.
• Maintain secure facility access by verifying member check-ins, enforcing scan-in procedures, and monitoring entry points to ensure safety and proper building use.
• Conduct engaging facility tours by sharing information about YMCA programs, services, and membership benefits to connect prospective members with opportunities that meet their goals and interests.
• Support member engagement and retention by initiating courtesy calls, assisting with promotions, and following up on member alerts or account concerns to build long-term relationships and encourage continued participation.
• Ensure safety, security, and compliance by following YMCA policies, responding to emergencies, and documenting incidents accurately to protect members, staff, and property.
• Collaborate with cross-departmental teams by communicating program updates, membership policies, and payment details to ensure seamless service and operational consistency.
• Promote YMCA mission and community impact by sharing fundraising opportunities and encouraging member participation in initiatives that support the Y’s charitable goals.

NON-ESSENTIAL FUNCTIONS:

• Perform all other duties as assigned.
• Follow all YMCA abuse prevention and risk management policies, including required trainings, mandated reporting, and monitoring of high-risk areas.

QUALIFICATIONS:

• High school diploma or equivalent required.
• Minimum six months of experience in customer service, sales, or administrative support preferred.
• Strong administrative, organizational, and computer skills with keen attention to detail.

This job description represents the major functions of the job but is not intended to be all inclusive. The incumbent is also responsible for performing other duties as necessary for Association success.