Member Service Associate

2 weeks ago

Green Bay, WI, United States Greater Green Bay YMCA, Inc. Full time
POSITION SUMMARY:

Under the general supervision of the Member Service Director, the Member Service Associate is responsible for delivering exceptional customer service to all members and guests through in-person, phone, and digital interactions. This role exists to foster positive relationships, support engagement and retention, and ensure a welcoming and efficient experience as the initial point of contact for the YMCA.

  • Schedule for this position will be 40 hours/week Monday - Friday. The Full-Time Member Services Staff will assist with opening the facility 2 days/week.
Employment Type: Full-time (30+ hours per week, eligible for the Y's full benefit package including medical, dental, vision, life and disability insurance and retirement)

ESSENTIAL FUNCTIONS:
  • Deliver outstanding customer service by greeting and engaging members and guests in a friendly and professional manner, responding promptly to inquiries and concerns to create a welcoming and supportive environment.
  • Accurately process membership and program transactions by completing registrations, payments, and adjustments in Daxko, ensuring financial accuracy and compliance to maintain trust and operational integrity.
  • Maintain secure facility access by verifying member check-ins, enforcing scan-in procedures, and monitoring entry points to ensure safety and proper building use.
  • Conduct engaging facility tours by sharing information about YMCA programs, services, and membership benefits to connect prospective members with opportunities that meet their goals and interests.
  • Support member engagement and retention by initiating courtesy calls, assisting with promotions, and following up on member alerts or account concerns to build long-term relationships and encourage continued participation.
  • Ensure safety, security, and compliance by following YMCA policies, responding to emergencies, and documenting incidents accurately to protect members, staff, and property.
  • Collaborate with cross-departmental teams by communicating program updates, membership policies, and payment details to ensure seamless service and operational consistency.
  • Promote YMCA mission and community impact by sharing fundraising opportunities and encouraging member participation in initiatives that support the Y's charitable goals.
QUALIFICATIONS:
  • High school diploma or equivalent required.
  • Minimum six months of experience in customer service, sales, or administrative support preferred.
  • Strong administrative, organizational, and computer skills with keen attention to detail.
  • Effective communication skills in person, on the phone, and in writing.
  • CPR and First Aid certification within 60 days of hire; completion of annual safety and compliance trainings as required.
  • Working knowledge of customer service principles and cash handling procedures.
COMPETENCIES:
  • Accountability: Takes ownership of decisions, actions, and results. Follows through on commitments and accepts responsibility. Completes assigned tasks on time and accepts feedback without defensiveness. Adheres to established policies and procedures.
  • Communication: Listens attentively and asks thoughtful questions to understand member needs; clearly conveys information and connects members with appropriate YMCA services.
  • Problem Solving: Responds calmly and resourcefully to member issues, identifying effective solutions within YMCA policies to ensure a positive outcome.
  • Independence: Works confidently and efficiently with minimal supervision, using available resources to resolve inquiries and maintain service excellence.
  • Trustworthiness: Demonstrates reliability and integrity through honest communication, accurate transactions, and adherence to confidentiality standards.
  • Relationship Building: Creates meaningful connections by showing empathy, respect, and genuine interest in members' well-being, contributing to a welcoming and inclusive environment.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
  • Work performed primarily in a lobby or office environment.
  • Frequent movement around the facility to assist members, monitor access, and perform opening/closing duties.
  • Occasional light cleaning or setup/breakdown of equipment.
  • Must be able to lift up to 30 pounds, move quickly in emergencies, and respond as a trained safety responder.
  • Evening, weekend, and rotating shifts required; occasional travel to other YMCA locations may occur.


This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities, duties, or qualifications. Additional tasks may be assigned as needed to support organizational goals. Employees must be able to perform the essential functions of the position, with or without reasonable accommodation.

Pay Range: $15.00 - $16.50 per hour

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