Member Service Representative - Part Time

YMCA of Central New York; Town of Manlius (NY); On-site; USD 21,352; Part time

Job summary

A community-focused organization in Town of Manlius is seeking a Member Service Representative to provide exceptional service to members. The role involves greeting members, selling memberships, and maintaining satisfaction through positive relationships. Ideal candidates are customer-oriented and have strong interpersonal skills. The position offers $15.50/hour with flexible hours, primarily on weekends and evenings.

Qualifications

• Prefer a minimum of one year or more experience in customer service.
• Ability to handle multiple tasks, work independently, resolve problems, and manage time effectively.
• Excellent telephone etiquette.

Responsibilities

• Greet all members by name, process membership sales, and provide tours.
• Develop positive relationships with members to improve retention.
• Handle emergencies as they arise and complete incident reports.

Skills

Human relation skills

Customer service skills

Problem-solving skills

Verbal communication skills

Education

High School Diploma or equivalent

Tools

Microsoft Office

Database management software

Job description

Member Service Representative - Part Time

Description
$15.50/hour
Weekends/Evenings

A Career With a Cause

Our mission and core values are brought to life by our culture at the Y. We strive to live our cause of strengthening communities with purpose and intentionality every day. We commit to putting Christian principles into practice through programs that build healthy spirit, mind, and body for all. Our core values are caring, honesty, respect, and responsibility.

We welcome everyone, embrace individuality, inspire hope, nurture growth, and are determined to strengthen our community, beginning with you.

General Functions

Under the direction of the Member Services Coordinator, the Member Service Representative is responsible for greeting and welcoming all members and visitors of the YMCA in a highly professional manner. The incumbent will provide tours to prospective members, sell memberships, register members for programs, answer phones, develop relationships with members to ensure retention and satisfaction, respond to member questions and concerns, complete a variety of transactions, maintain member database records, and perform clerical duties as assigned. All duties are performed in accordance with YMCA policies, goals, mission, values, and objectives.

Responsibilities/Duties/Functions/Tasks

• Greet all members by name, scan cards, monitor access, process membership sales, provide tours, register members for programs, and troubleshoot member issues.
• Develop positive relationships with members to foster community and improve retention.
• Build committed and connected long‑term relationships with members.
• Accurately input member information and process fees and payments following cash handling procedures.
• Complete daily and end‑of‑shift reports.
• Answer phones politely and professionally, ensuring calls are routed correctly.
• Provide members with detailed, accurate, and timely information about programs, schedules, costs, wait‑lists, and facility information.
• Participate in all member retention programs, strategies, promotional efforts, and fundraising campaigns.
• Open and close the facility according to established procedures.
• Handle emergencies as they arise and complete incident reports as required.
• Work as a team member on all assigned tasks.
• Assist in reviewing, revising, and improving Member Service Desk services, systems, procedures, and guidelines.
• Assist in training new Member Service staff.
• Assist in maintaining branch cleanliness, appearance, and safety.
• Check the communications binder, verify cash, and ensure work area is orderly and neat at shift start.
• Communicate pertinent information with supervisors at shift start or end.
• Adhere to and enforce all YMCA policies and procedures.
• Maintain privacy requirements; do not share personal, financial, or credit information about members.
• Attend all required staff meetings and trainings.
• Perform other duties as assigned by a supervisor.

Requirements

• High School Diploma or equivalent.
• Prefer a minimum of one year or more experience in customer service.

Qualifications

• High degree of human relation and customer service skills; a people person who builds positive relationships.
• Ability to handle multiple tasks, work independently, resolve problems, and manage time effectively.
• Basic computer skills and working knowledge of Microsoft Office; database management software preference.
• Team player with strong verbal communication, interpersonal, organizational, problem‑solving, and customer service skills.
• Excellent telephone etiquette.
• Ability to read, interpret, and effectively communicate instructions, policies, and procedures; basic writing and math skills.
• Ability to work with minimal supervision as part of the membership, volunteer, and staff team.

Trainings & Certifications

• Complete online Bloodborne Pathogens, Employee Safety, and Youth Protection Series trainings before initial assignment.
• Hold CPR, AED, and 02 (or complete within 30 days of employment).
• Complete online Hazard Communication training within the first 90 days.
• Attend and complete Activate America and Quality Service Training within the first 90 days.

Core Competencies

• Supports the mission, vision, and direction of the YMCA; displays values; adapts to change; suggests improvements; shows commitment; conveys enthusiasm for the YMCA.
• Builds community; embraces volunteer role; helps members make connections; supports fundraising initiatives.
• Provides quality experience for members, participants, customers, and others; greets and assists everyone positively; resolves concerns and complaints; seeks better service ways.
• Works productively; follows standards and policies; is reliable and punctual; participates in meetings and trainings; uses judgment; uses resources efficiently.
• Communicates effectively; treats everyone with courtesy and respect; demonstrates integrity; listens actively; embraces learning; grows; accepts constructive criticism; works cooperatively.

Effect on End Result

This position has a primary impact on the overall effectiveness of the YMCA Membership Department in achieving its goals and objectives in service to the community. Key outcomes include: recognition by the community for excellent service, improved community relations, and growth in membership, programs, and special services.

Physical Demands

Ability to frequently sit, use hands and fingers, stand, type, walk, reach, climb, balance, stoop, crouch, kneel, and climb stairs. Occasionally required to lift or carry up to 30 pounds. Specific vision and hearing abilities required for rescue skills and emergency response.

Work Environment

Normal work environment with prevailing weather conditions; moderate noise levels that may occasionally be loud.