Associate - Member Service

South-Shore-Young-Mens-Christian-Association; Hanover (MA); On-site; USD 18,000 - 25,000; Full time

Job summary

South Shore YMCA in Massachusetts is seeking an Associate Member Services to deliver a welcoming, safe and engaging experience for members and visitors at the front desk. You will handle memberships, process registrations, and provide program information with a customer‑focused approach.

Responsibilities include cash handling, incident reporting, tours for prospects, and maintaining a clean lobby while upholding YMCA policies and safety standards. A professional appearance is required.

Qualifications

• Provide a safe, engaging experience for members and visitors.
• Understand and communicate YMCA policies and procedures.
• Ability to handle transactions accurately and report incidents.

Responsibilities

• Welcome, greet and engage members and visitors with focus on safety and needs.
• Process membership and transaction paperwork accurately and efficiently.
• Handle cash receipts and follow cash procedures.
• Provide up-to-date information on programs, schedules and policies by phone or in person.
• Give tours to prospective members and help recruit new members.
• Maintain a clean, organized front desk and report facility issues.

Skills

Customer service

Cash handling

Teamwork

Communication

Tools

Front desk software

Job description

POSITION SUMMARY:The Associate Member Services will be responsible for providing a safe, engaging and positive experience for all members and visitors to the South Shore YMCA.Reports to: Membership Director - Member ServiceCORE EXPECTATIONS:STAFF ENGAGEMENT & DEVELOPMENTThe ability to develop positive, effective working relationships with staff, supervisors, members, potential members and program participants are important to this position.Perform duties needed as delegated by Supervisors or Directors.Attend all staff meetings.Complete required trainings.MEMBERSHIP ENGAGEMENT & DEVELOPMENTWelcome, 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.Responsible for handling and reporting all incidents with staff and members to Member Service Directors.Take responsibility for cash balance, receipts and following the cash receipt procedures as outlined.Attendance must be reliable and consistent.Present a professional manner through a neat and clean appearance and proper attire as outlined in the membership dress code policy.Represent the YMCA and interact with members in a friendly, engaging and professional manner.Educate members of all policies and procedures of the YMCA and membership department.Provide up to date information and answer questions about programs, schedule and policies of the YMCA in a friendly and courteous manner, both in person and over the phone.Understand and abide by all policies and procedures outline in the South Shore YMCA Employee Handbook.Build relationships with and among members.Respond to inquiries and resolve problems. If unable to resolve, connect to correct person to resolve.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.FACILITY MANAGEMENTMaintain a clean and organized front desk and lobby.Record and report any faulty equipment and /or lapse of maintenance to the proper people.Follow up on any issues brought to desk regarding facility or locker rooms.VOLUNTEER DEVELOPMENTBuilds and develops volunteer capacity, sharing the social responsibility.COMMUNITY INVOLVEMENT & SUPPORTAssist in YMCA fund raising activities/events, and engage in collaborative relationships with community organizations in order to strengthen support and build community.YMCA COMPETENCIES - LEADERMission and Community Oriented – Accepts and demonstrates YMCA values. Work effectively with people of all backgrounds and levels. Willingness to serve and fulfill community needs. Recruit volunteers and build 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 proceduresPersonal Development – Recognizes personal strengths and limitations, pursues self-development and demonstrates flexibility.PHYSICAL DEMANDSThe employee must occasionally lift and/or move up to 25 pounds.While performing the duties of this Job, the employee is regularly required to sit, stand; walk and talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch.