Membership Associate - Marin Y

Careers by Empowering Futures, Building Communities
Imagine going to work each day knowing that your efforts positively impact individuals and
communities. As a global movement and the nation's leading nonprofit organization
dedicated to strengthening communities through youth development, healthy living, and
social responsibility, the YMCA of Greater San Francisco offers more than just a job—we
offer a career with a future and the opportunity to make a lasting difference in your
community. At the Y, you can uncover your passion and build a lifelong career addressing
some of the nation's most pressing social issues.

Our Organizational Culture
At the YMCA of Greater San Francisco, we are committed to demonstrating values that aim
to building strong communities where you can Be, Belong and Become. With Truth &
Courage, we strive to understand and act on individual and societal truths. We ensure a
safe and inclusive environment with Authenticity & Accessibility, allowing everyone to
participate according to their needs. Our approach is Dependable & Creative, as we
respond to community needs through strong partnerships. Above all, we embody Dignity &
Empathy, treating everyone with respect and compassion, and recognizing the inherent
dignity in all individuals.

Position Summary
The Membership Associate is responsible for fostering an inclusive, welcoming, and
meaningful YMCA member experience from the initial point of contact through daily
interactions with current members. This role reflects the Y's core values of caring, honesty,
respect, and responsibility while implementing the Member Engagement Principles:
welcoming, connecting, supporting, and inviting during all member and guest interactions.
The Membership Associates assist YMCA members in accessing available resources, either
virtually or in person at the branch. They are expected to maintain a comprehensive
understanding of the facility, programs, and activities, ensuring they provide accurate
information and responsive service. This role actively contributes to creating a safe,
inclusive, and supportive environment for all members, guests, and staff, valuing and
respecting diverse backgrounds and experiences.

Job Responsibilities
Member Engagement & Experience

• Engage with members in the facility to promote safety and inclusivity on the wellness
  floor and in the gymnasium.
• Demonstrate YMCA’s communication values (nurturing, genuine, determined,
  hopeful, and welcoming) during all interactions.
• Provide engaging and informative tours for prospective members, emphasizing
  inclusivity and community commitment.
• Assist members with questions, comments, and requests promptly and respectfully
  throughout the day.
• Ensure members' needs are met by fostering a welcoming and supportive
  environment.
• Implement YMCA’s Member Engagement Principles of welcoming, connecting,
  supporting, and inviting during every interaction.

Membership Services & Account Management

• Conduct routine outreach to members to address account issues, including updating
  payment methods, in a respectful and confidential manner.
• Manage membership account requests, including financial assistance, holds,
  cancellations, refunds, and reactivations, with empathy and confidentiality.
• Process membership and program payments as needed with accuracy and
  transparency.
• Encourage members to explore YMCA offerings before considering cancellations or
  account holds, promoting engagement and retention.
• Connect members to available features and benefits, promoting membership
  programs and offerings in a supportive manner.

Communication & Support

• Respond promptly and professionally to phone calls, voicemails, and membership related emails.
• Stay informed about YMCA communications, resources, and virtual support offerings
  to provide effective and personalized member assistance.
• Maintain a comprehensive understanding of YMCA programs, services, schedules,
  and resources to assist members effectively.

Facility & Safety Management

• Lead and uphold facility entrance protocols to ensure safety, accessibility, and
  efficient member flow.
• Maintain a clean, safe, and inclusive wellness floor by monitoring fitness equipment
  and ensuring a safe environment for all members.
• Engage with members to promote safety and inclusivity within all facility spaces.

Scheduling & Program Support

• Schedule members for reservable wellness services, including group exercise classes,
  ensuring accessibility and fairness in scheduling.
• Support members by providing accurate and updated program and class information.

Systems & Operational Efficiency

• Maintain certification and proficiency in Traction Rec and other YMCA systems to
  support operational efficiency.
• Ensure proper documentation and adherence to YMCA policies regarding membership
  accounts and facility use.

Qualifications

• High school diploma or equivalent
• Availability to work weekdays, evenings, and weekends
• At least 6 months of customer service experience
• Proficiency in computer usage, including knowledge of Office 365

Preferred Qualifications

• Experience with customer relationship management tools (i.e. Salesforce)
• Bilingual in Spanish, Cantonese, Mandarin, or other languages.

Work Environment & Physical Demands
The work environment is primarily indoor, with occasional outdoor tasks depending on
program needs or special events. The role requires the ability to stand, walk, and move
throughout the facility for extended periods of time. Physical requirements include the
ability to lift and carry up to 25 pounds, as well as setting up and handling equipment.
There will be instances of interacting with members in various areas, such as the wellness
floor, gymnasium, and other program spaces. The role also requires responding to
emergencies quickly and effectively, working in a fast-paced environment while maintaining
a welcoming and supportive attitude.

Disclaimers

• Must successfully complete a background screening, including criminal and
  employment verification. Some positions may also require a credit check.
• All duties and responsibilities are essential job functions subject to reasonable
  accommodation. The YMCA of Greater San Francisco promotes an equal employment
  opportunity workplace, which includes reasonable accommodation for otherwise
  qualified disabled applicants and employees. Please contact your manager if you
  have any questions about this policy or these job duties.
• This job description may not be all-inclusive, and employees are expected to perform
  other duties as assigned by management. Job descriptions and duties may be
  modified by management as needed.
• Job offers are conditional and contingent upon background clearance. Pursuant to the
  San Francisco Fair Chance Ordinance and CA Fair Chance Act, we will consider
  qualified applicants with arrest and conviction records for employment.

Salary Description
The Membership Associate position offers a compensation range of $19.50 - $24.00 per
hour. This rate is based on salary benchmarking for similar roles and is aligned with grant
fund approvals and requirements for the position

Salary : $20 - $24