Part-Time Membership Experience Specialist

Kids for the Future; San Francisco (CA); On-site; USD 2,686,320 - 3,030,720; Part time

Job summary

YMCA of Greater San Francisco is hiring a Membership Associate to welcome and engage members, provide information on programs, and support membership services both in person and virtually. The role emphasizes safety, inclusivity, and the YMCA values of caring, honesty, respect, and responsibility.

Responsibilities include guiding member experiences, processing payments, handling account changes, and promoting offerings.

Qualifications

• Must be 18+
• High school diploma or equivalent
• Availability to work weekdays, evenings, and weekends
• At least 6 months of customer service experience
• Proficiency in computer usage, including knowledge of Office 365

Responsibilities

• Engage with members in the facility to promote safety and inclusivity on the wellness floor and in the gymnasium.
• Demonstrate YMCA’s communication values during all interactions.
• Provide engaging and informative tours for prospective members, emphasizing inclusivity and community commitment.
• Assist members with questions, comments, and requests promptly and respectfully throughout the day.
• Ensure members' needs are met by fostering a welcoming and supportive environment.
• Implement YMCA’s Member Engagement Principles of welcoming, connecting, supporting, and inviting during every interaction.
• Conduct routine outreach to members to address account issues, including updating payment methods, in a respectful and confidential manner.
• Manage membership account requests, including financial assistance, holds, cancellations, refunds, and reactivations, with empathy and confidentiality.
• Process membership and program payments as needed with accuracy and transparency.
• Encourage members to explore YMCA offerings before considering cancellations or account holds, promoting engagement and retention.
• Connect members to available features and benefits, promoting membership programs and offerings in a supportive manner.
• Respond promptly and professionally to phone calls, voicemails, and membership-related emails.
• Stay informed about YMCA communications, resources, and virtual support offerings to provide effective and personalized member assistance.
• Maintain a comprehensive understanding of YMCA programs, services, schedules, and resources to assist members effectively.
• Lead and uphold facility entrance protocols to ensure safety, accessibility, and efficient member flow.
• Maintain a clean, safe, and inclusive wellness floor by monitoring fitness equipment and ensuring a safe environment for all members.
• Engage with members to promote safety and inclusivity within all facility spaces.
• Schedule members for reservable wellness services, including group exercise classes, ensuring accessibility and fairness in scheduling.
• Support members by providing accurate and updated program and class information.
• Maintain certification and proficiency in Traction Rec and other YMCA systems to support operational efficiency.
• Ensure proper documentation and adherence to YMCA policies regarding membership accounts and facility use.

Skills

Customer service

Bilingual in Mandarin or Cantonese

Education

High school diploma or equivalent

Tools

Office 365

Job description

YMCA of Greater San Francisco is hiring a Membership Associate to welcome and engage members, provide information on programs, and support membership services both in person and virtually. The role emphasizes safety, inclusivity, and the YMCA values of caring, honesty, respect, and responsibility.

Responsibilities include guiding member experiences, processing payments, handling account changes, and promoting offerings.