Member Service Representative

YMCA Buffalo Niagara is looking for talented individuals with a passion for the YMCA mission and cause, an understanding of YMCA programs and services, and whose everyday priorities are a reflection of the core YMCA values of caring, honesty, respect, and responsibility.

YMCA Buffalo Niagara is an equal opportunity employer committed to valuing diversity and practicing inclusion.

POSITION SUMMARY:
The Member Service Representative is the face of YMCA Buffalo Niagara, responsible for delivering exceptional customer service to members, guests, and program participants. This position plays a key role in creating a welcoming and inclusive environment, supporting member engagement, and promoting the Y’s mission of strengthening the community.

GENERAL WORK SCHEDULE:

12 to 25 hours per week.  Availability to work afternoons and weekends is required.

BENEFITS:

Complimentary YMCA Buffalo Niagara membership, discounted program fees, and an outstanding work environment.  Employees are immediately eligible to enroll and contribute to the Y Retirement Fund’s 403B plan and will receive a 12% employer-paid Y Retirement contribution after eligibility requirements are met.

Other benefits include paid sick leave, leadership development opportunities, training, and career advancement.

ESSENTIAL FUNCTIONS:

1. Member and Guest Engagement:

• Greet members, guests, and program participants in a friendly and professional manner.
• Provide accurate information about YMCA programs, services, schedules, and membership options.
• Address member inquiries, concerns, and feedback promptly and effectively.

2. Membership Sales and Retention:

• Assist prospective members with tours, membership sign-ups, and orientations.
• Promote membership benefits and programs to encourage participation and retention.
• Follow up with new members to ensure a positive onboarding experience.

3. Administrative Support:

• Process membership applications, program registrations, and payments accurately.
• Maintain up-to-date and accurate records in the membership database.
• Generate and distribute membership cards and other materials as needed.

4. Facility Control and Support:

• Maintains facility control by scanning member key tags, maintaining sign-in sheets and issuing equipment and/or keys.
• Monitor the lobby and other public areas to ensure a clean, safe, and welcoming environment.
• Enforce YMCA policies and guidelines consistently and respectfully.
• Respond to emergencies and assist with safety protocols as required.

5. Collaboration:

• Work closely with other staff and departments to ensure seamless operations and member satisfaction.
• Attend staff meetings and training sessions to stay informed and enhance skills.
• Support YMCA events and activities as needed.

6. Additional Responsibilities: Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent required; some college coursework preferred.
• Previous customer service experience is highly desirable.
• Strong interpersonal and communication skills.
• Proficiency with computers and basic office software; familiarity with membership management systems is a plus.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Commitment to providing exceptional service and promoting the YMCA’s mission and values.