Membership Services Associate

This position supports the work of the YMCA, a leading nonprofit charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Member Engagement Associate plays a vital role in creating a welcoming, inclusive, and engaging environment for all members, guests, and program participants. This position is responsible for delivering exceptional customer service, supporting membership operations, and ensuring a safe, clean, and positive facility experience.

This role helps drive member recruitment, engagement, retention, and connection to the YMCA’s mission, membership, and programs through meaningful interactions and executive of operational excellence.

Membership Operations & Administration

• Stay up to date on all membership and program communications, updates, registration requirements, and general information 
• Accurately process membership enrollments, program registrations, and general account updates, including notes and alerts per all child protection and department guidelines
• Answer phones, respond to emails, and support all welcome center operations including membership and registration drives.
• Process payments and assist with collection calls
• Other administrative or operational tasks as assigned

Member Experience & Engagement

• Provide exceptional customer service to all members, guests, and visitors
• Greet and properly check in members and non-members in compliance with all child protection and facility policies, while creating a welcoming and inclusive environment
• Build positive relationships and foster member connection to YMCA programs and services
• Effectively communicate programs, policies, and upcoming events or initiatives
• Handle member concerns professionally, including de-escalation and problem-solving
• Conduct facility tours and assist with new member onboarding

Facility Operations & Safety

• Maintain awareness of building activity to ensure safety and policy compliance
• Ability to work and support with set up or take down of programs or rentals
• Respond to emergencies, alarms, and incidents and complete incident reports as required
• Maintain knowledge of facility layout and emergency protocols, including emergency equipment
• Ensure all facility areas meet cleanliness standards and contribute to the overall upkeep and presentation of the building
• Report maintenance and facility concerns through proper channels

Teamwork & Professionalism

• Attend required staff meetings, trainings, and professional development sessions
• Support facility operations during peak times and special events
• Collaborate with team members across departments to enhance member experience
• Maintain strong attendance, punctuality, and accountability to standards of excellence
• Relate effectively to diverse groups of people from all social and economic segments of the community while articulating and representing the YMCA’s purpose and mission and demonstrating the YMCA’s character values.

• High school diploma or equivalent required; associate degree or relevant experience preferred.
• Required- Minimum of one year of experience in clerical work and data entry/CRM. Previous experience using Daxko Operations/Daxko Engage preferred but not required.
• Required- Minimum of one year of experience of customer service and cash handling or equivalent experience
• Excellent written and oral communication skills and exceptional organizational skills
• Proficient use of Microsoft Office Suite as well as basic spread sheeting abilities, and general computer knowledge

• YMCA Membership
• Discounted Programs
• 12% Employer Retirement Contribution
• Paid Sick Time

OUR YMCA CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.