Member Services Lead

Looking for a leadership opportunity where you can make a difference every day?

At the Whatcom Family YMCA, we're more than a gym—we're a community dedicated to strengthening lives through youth development, healthy living, and social responsibility. We're looking for a positive, customer-focused Member Services Lead to help create an exceptional experience for every member, guest, and visitor who walks through our doors.

If you're passionate about customer service, enjoy leading a team, and thrive in a fast-paced environment, we'd love to meet you!

What You'll Do

As the Member Services Lead, you'll partner with the Membership Director to oversee the daily operations of our Welcome Desk while serving as the shift leader during our afternoon and evening hours. You'll help ensure every interaction reflects the YMCA's welcoming culture and commitment to excellent service.

Responsibilities include:

• Lead daily front desk operations during your assigned shift (1:00 PM–9:30 PM).
• Support and mentor the Member Services team through coaching, training, and day-to-day leadership.
• Deliver exceptional customer service while assisting members, guests, and program participants.
• Resolve member concerns and handle escalated situations with professionalism and care.
• Open and close the facility and respond to emergency situations when management is unavailable.
• Provide accurate information about YMCA memberships, programs, events, and services.
• Evaluate and approve membership and program financial assistance applications.
• Ensure accuracy in cash handling, membership sales, reporting, and daily business operations.
• Complete membership audits and administrative tasks.
• Help communicate program updates, schedules, and organizational information to the Welcome Desk team.
• Follow YMCA policies related to child abuse prevention, youth protection, and mandated reporting.

We're Looking For Someone Who:

• Loves helping people and creating welcoming experiences.
• Naturally leads by example and enjoys developing others.
• Stays calm, organized, and positive in busy environments.
• Can balance multiple priorities while maintaining attention to detail.
• Has excellent communication and customer service skills.
• Demonstrates the YMCA's core values of Caring, Honesty, Respect, and Responsibility.
• Builds positive relationships with people from all backgrounds and experiences.
• Has strong computer, cash handling, and organizational skills.
• Understands or is eager to learn YMCA programs, policies, and procedures.
• Previous YMCA experience is a plus, but not required.

Schedule

Regular Shift: 1:00 PM – 9:30 PM

This position is ideal for someone who enjoys working afternoon and evening hours while leading a team that helps our members end their day on a positive note.

Why You'll Love Working at the Y

At the Whatcom Family YMCA, your work has purpose. Every interaction helps build a stronger, healthier community. We invest in our employees through professional development, opportunities for growth, and a supportive team environment where your contributions matter.

Join Our Team!

If you're ready to lead with purpose, provide exceptional service, and help create a welcoming community where everyone belongs, apply today!

The Whatcom Family YMCA is an Equal Opportunity Employer and welcomes applicants from all backgrounds and experiences.

QUALIFICATIONS:

1. Minimum of 2 years experience providing customer service.
2. Ability to model Y’s core values of respect, responsibility, caring and honesty.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
4. Ability to perform under deadlines, multi-task; exhibit management and group leader skills within a team atmosphere.
5. Strong communication skills and provide positive customer service under stressful conditions.
6. Experience with CRMs, Google Suite and cash handling procedures preferred. 
7. Prior YMCA experience is preferred. 

WORK ENVIRONMENT & PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to stand and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate to high.

Salary : $22 - $23