Associate - Member Service

About the Role

The Associate Member Services will provide a safe, engaging, and positive experience for all members and visitors to the South Shore YMCA.

Responsibilities

• 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.
• Manage cash balance, receipts, and follow cash receipt procedures.
• Maintain reliable and consistent attendance.
• Present a professional manner through neat and clean appearance and proper attire.
• Represent the YMCA and interact with members in a friendly, engaging, and professional manner.
• Educate members on all YMCA and membership department policies and procedures.
• Provide up-to-date information and answer questions about programs, schedules, and policies 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; escalate issues when necessary.
• Create a safe and supportive community environment.
• Assist in recruiting and engaging new members.
• Connect members to the YMCA’s cause.
• Actively seek member/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.
• Maintain a clean and organized front desk and lobby.
• Record and report any faulty equipment and/or maintenance issues.
• Follow up on any facility or locker room issues brought to the desk.
• Build and develop volunteer capacity, sharing social responsibility.
• Assist in YMCA fundraising activities/events and engage in collaborative relationships with community organizations.

Core Competencies

• Mission and Community Oriented: Accepts and demonstrates YMCA values. Works effectively with people of all backgrounds and levels. 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, 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

• Occasionally lift and/or move up to 25 pounds.
• Regularly required to sit, stand, walk, talk, and hear.
• Occasionally required to reach with hands and arms and stoop, kneel, or crouch.