Member Services Representative

Keene YMCA; Keene, Northern (NH, KY); Hybrid; USD 18,000 - 27,000; Part time

Job summary

Keene Family YMCA is seeking a Part-time Member Services Representative to greet and assist members, answer phones, and promote memberships and programs. The role emphasizes delivering excellent customer service in a welcoming environment.

Responsibilities include guiding tours, processing registrations, and maintaining lobby organization while following YMCA policies. CPR/First Aid certification and experience with Windows and DAXKO are valued assets.

Qualifications

• Strong customer service, communication, computer, and critical thinking skills.
• Elevated level of confidence, patience, and mindfulness.
• Ability to diffuse confrontational situations, and work in a challenging environment.
• CPR and First Aid certified.
• Two+ years of experience using Windows or a proven history of technology dexterity and adaptability to innovation.
• Experience working at a Welcome Center at another YMCA is preferred.
• Experience working with DAXKO Operations in a YMCA setting is preferred.

Responsibilities

• Builds personal and meaningful relationships with YMCA members, participants, volunteers, and guests; responds promptly to inquiries.
• Provides excellent service to members, guests, and program participants in the facility and on the phone, contributing to member retention.
• Communicates effectively face-to-face and on the phone, while giving tours and engaging with members.
• Uses computer systems and software to process memberships and program registrations.
• Manages membership status and facility usage, escalating issues to supervision when needed.

Skills

Customer service

Communication

Computer skills

Critical thinking

Conflict de-escalation

Patience

Mindfulness

Windows proficiency

DAXKO Operations

Tools

Windows

DAXKO Operations

Job description

KEENE FAMILY YMCA Job Description

Job Title: Member Services Representative Pay Grade: 3

FLSA Status: Part-time-Non-Exempt Pay Range : $13.08-$16.34-$19.61

Reports to: Membership Director Revision Date : 3.10.2026

POSITION SUMMARY:

Supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. Build members and the community’s understanding of the YMCA’s cause and impact. This position delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes membership, and programs, and supports cleanliness and organization of the lobby area. Creating a positive environment that promotes?youth development, social?responsibility, and?healthy?living in?accordance with YMCA policies and procedures.

OUR 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: more than anything else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

1. Builds personal and meaningful relationships with YMCA members, participants, volunteers, and guests. While exemplifying the Y’s commitment to the four-character values of caring, honesty, respect & responsibility and responds to all members and community inquiries promptly.
2. Provides excellent service to members, guests, and program participants in the facility and on the phone, contributing to member retention.
3. Communicates effectively face-to-face and on the phone, while giving tours, answering questions or concerns, or engaging in relationship building with members and prospective members.
4. Utilizes computer systems and various software programs to process memberships and program registrations.
5. Manage situations that may arise regarding membership status and facility usage. Remains professional and culturally aware even under adverse circumstances and refers to a supervisor when necessary. Informs the Membership Director of all issues that may require further follow-up, or that may arise again due to policy concerns.
6. Provides correct and concise information about memberships, programs, and Y related information. Remains current on programs, events, policies, and procedures.
7. Enforce all YMCA policies including facility usage. Monitoring the entry of all people into the Y facility and enforcing policy accordingly.
8. Always looks and acts professional, including wearing a staff shirt, name tag, refraining from gossip and inappropriate behavior, and personal cell phone use.
9. Participates in staff meetings and/or related meetings.
10. Fulfills any functions designated by the YMCA Administration.

Requirements

QUALIFICATIONS:

1. Strong customer service, communication, computer, and critical thinking skills.
2. Elevated level of confidence, patience, and mindfulness.
3. Ability to diffuse confrontational situations, and work in a challenging environment.
4. CPR and First Aid certified.
5. Two+ years of experience using Windows or a proven history of technology dexterity and adaptability to innovation.
6. Experience working at a Welcome Center at another YMCA is preferred.
7. Experience working with DAXKO Operations in a YMCA setting is preferred.