Member Service Representative-Weekday Early Mornings

Merrimack Valley YMCA; Lawrence (MA); On-site; USD 32,000 - 42,000; Full time

Job summary

Merrimack Valley YMCA is seeking a Membership Services Representative to warmly greet members and guests, promote memberships and programs, and support efficient front desk operations. The role emphasizes exceptional service, cash handling, and strong relationship-building within a welcoming environment.

The position requires the ability to balance cash, answer inquiries, and collaborate with other departments to ensure a high-value member experience.

Qualifications

• Ability to interact and communicate with people from all backgrounds, ages and lifestyles.
• Basic math, computer skills and experience with standard business software.
• Balance cash drawer and make change accurately.
• Build genuine relationships with participants and maintain a welcoming environment.
• Versatile, adaptable to changing priorities and able to work autonomously.

Responsibilities

• Provides excellent service to members, guests and participants at the desk and on the phone.
• Responds to member needs, promotes memberships and programs, and supports retention.
• Serves as the first contact for members and community guests, maintaining a service-first approach.
• Balances cash drawer and handles money with accuracy.
• Keeps the Welcome Center and lobby clean and organized; works on assigned projects.

Skills

Customer service

Cash handling

Communication

Conflict resolution

Relationship building

Multitasking

Confidentiality

Job description

POSITION SUMMARY:This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. Under the supervision of the Welcome Center Director, the Membership Services Representative delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the front desk and lobby area. Actively works on assigned projects that are essential to ensuring that the membership department is able to operate at a high level of excellence and efficiency. This position is for early morning, 6 am Monday-Friday shifts.KEY RESPONSIBILITIES:Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.Serves as the first point of contact for members, program participants, and community guests. Whether the interaction is in person on phone, must have a customer and service first mentality.Builds genuine relationships with members; helps members connect with one another and to the YMCA.Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.Applies and follows all YMCA policies and standard operating proceduresAble to handle money, balance cash drawer, and make change.Ability to communicate and work with other departments.Works on assigned projects and tasks that ensure sound and efficient operations at the Welcome Center which results in improved member experience.All other duties as assigned by supervisor and YMCA Group Leadership.YMCA Competencies (Leader):Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high value experience for members.Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.QUALIFICATIONS:Ability to thrive in an environment with the unique challenges of a non-profit community service organizationMust have ability to interact and communicate with people from all ethnic backgrounds, ages, and lifestyles.Basic math, personal computer skills and experience with standard business softwareAbility to build genuine relationships with participants and maintain a welcoming environment with people from all walks of lifeVersatility, flexibility, and a willingness to work enthusiastically within constantly changing prioritiesMust be able to maintain confidentialityAbility to handle multiple tasks simultaneously and to prioritize appropriatelyMust have effective conflict resolution skillsMust be able to work autonomously within the YMCA core values of Caring, Honesty, Respect and ResponsibilityCurrent CPR/AED certification or ability to become certified within first 60 daysBilingual Preferred