The Member Service Representative supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. This role delivers excellent service to members, guests, and program participants responding to needs in a helpful, welcoming way while promoting memberships and programs and helping create a positive member experience.
ESSENTIAL FUNCTIONS:
- Provide excellent service to members, guests, and program participants; respond to questions, concerns, and requests in a timely, professional manner.
- Support daily front desk/member services operations, including accurate check-in, facility information, and general member support.
- Conduct interviews and/or tours responsive to the needs of prospective members; promote and sell memberships.
- Develop and maintain positive relationships with members, volunteers, and staff; help members connect with one another and the Y.
- Welcome, connect, and support members and guests by creating an inviting environment and encouraging involvement in Y programs and community impact.
- Handle and resolve membership concerns; inform the supervisor of unusual situations or unresolved issues.
- Maintain cleanliness and organization of the lobby/member service area.
- Maintain physical presence and remain alert; provide visual attention to members/guests and stay aware of surroundings at all times.
- Apply and follow all YMCA policies and procedures related to member services and branch operations.
- High school graduate or equivalent preferred.
- Previous customer service, sales, or related experience.
- CPR/AED and First Aid certifications required.
- Excellent interpersonal, customer service, and problem-solving skills.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Basic knowledge of computers and ability to learn membership/program software.
- Must be observant, safety-conscious, and able to react calmly and quickly in an emergency.
- Ability to work a flexible schedule.
