Associate - Member Service

Be a friendly face and a welcoming hello at the South Shore YMCA! As part of our Member Services team, you’ll help people feel at home, build connections, and make every visit a positive experience.

From greeting familiar faces to giving someone their very first tour, you’ll help members discover all that the Y has to offer. You’ll answer questions, assist with memberships and program registrations, and keep our front desk welcoming and organized. Through friendly conversations and thoughtful support, you’ll help create a safe, engaging environment where everyone feels they belong.

Reports to: Membership Director – Member Service

CORE EXPECTATIONS

1. Staff Engagement & Development

• Develop positive, effective working relationships with staff, supervisors, members, potential members, and program participants.

• Perform duties as delegated by supervisors or directors.

• Attend all staff meetings.

• Complete required trainings.

2. Membership Engagement & Development

• Welcome, greet, and engage all members and visitors, focusing on their safety, needs, and enrichment.

• Process all membership- and transaction-related paperwork, registrations, and other miscellaneous services accurately and efficiently.

• Handle and report all incidents involving staff and members to Member Service Directors.

• Take responsibility for cash balances and receipts, following established cash receipt procedures.

• Maintain reliable and consistent attendance.

• Present a professional manner through a neat and clean appearance and proper attire, as outlined in the membership dress code policy.

• Represent the YMCA and interact with members in a friendly, engaging, and professional manner.

• Educate members on all policies and procedures of the YMCA and membership department.

• Provide up-to-date information and answer questions about YMCA programs, schedules, and policies in a friendly and courteous manner, both in person and over the phone.

• Understand and abide by all policies and procedures outlined in the South Shore YMCA Employee Handbook.

• Build relationships with and among members.

• Respond to inquiries and resolve problems. If unable to resolve an issue, connect members with the appropriate person for assistance.

• Create a safe and supportive community environment.

• Assist in recruiting and engaging new members.

• Connect members to the YMCA’s cause.

• Actively seek member and participant interaction and feedback.

• Give tours to prospective members.

• Become proficient with all software utilized at the front desk.

• Ensure that the South Shore YMCA Child Protection Policies are fulfilled.

3. Facility Management

• Maintain a clean and organized front desk and lobby.

• Record and report any faulty equipment and/or maintenance needs to the appropriate personnel.

• Follow up on any issues brought to the front desk regarding the facility or locker rooms.

4. Volunteer Development

• Build and develop volunteer capacity, sharing in social responsibility.

5. Community Involvement & Support

• Assist in YMCA fundraising activities and events, and engage in collaborative relationships with community organizations to strengthen support and build community.

YMCA COMPETENCIES – LEADER

Mission and Community Oriented: Accepts and demonstrates YMCA values. Works effectively with people of all backgrounds and levels. Demonstrates a willingness to serve and fulfill community needs. Recruits volunteers and builds supportive relationships with them.

People Oriented: Remains calm in challenging situations and seeks to understand the underlying cause. Speaks and writes effectively. Develops rapport, relates well to others, and takes initiative to assist in developing others.

Results Oriented: Discovers ideas to create and deliver a high-value member experience. Makes sound judgments, establishes goals, supports fundraising, and adheres to budgeting procedures.

Personal Development: Recognizes personal strengths and limitations, pursues self-development, and demonstrates flexibility.

PHYSICAL DEMANDS 

The employee must occasionally lift and/or move up to 25 pounds. 

While performing the duties of this Job, the employee is regularly required to sit, stand; walk and talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch.  

Salary : $16 - $17