Membership - Membership Service Repre

Job Description

Posted Monday, August 10, 2026 at 4:00 AM | Expires Thursday, October 1, 2026 at 3:59 AM

Basic Function and Scope of Responsibility :

The Membership Service Representative plays a key role in support of the YMCA mission by ensuring the reliable and consistent delivery of outstanding customer service to members and guests at the front desk of their YMCA branch. Reporting to the Membership Director, t he basic function and scope of responsibility for the Membership Service Representative includes:

Meeting Association standards for the handling of a variety of front desk responsibilities for members and guests including, but not limited to: guest tours; new membership sales; member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; program registration;
Easy to Enroll process; and, basic computer entry

Serving as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs

Developing engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission

Providing outstanding customer service to all members, guests, staff an d the community at-large

Supervisory Responsibility:

X No Supervisory responsibility

¨ Provides guidance, leadership, or training to other employees (no direct supervision)

¨ Directly responsible for supervising non-exempt, clerical, or office administration personnel

¨ Directly responsible for supervising exempt, professional, or technical employees

¨ Directly responsible for supervising supervisory/man a gerial employees

Organizational Structure :

Job title to which this position reports:
Membership Director

Job titles directly reporting to this position:
None

Job titles indirectly reporting to this position:
None

Essential Duties and Responsibilities :

Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”

Delivers the YMCA mission and philosophy to staff, members and guests

Reporting to the Membership Director, m eets Association standards for front desk operations in serving members and guests

Takes a proactive role in solving member problems and directing them to the appropriate resources. Must have complete knowledge of all Member Handbook policies;
Association and Branch standard operating procedures; and branch programs/activities

Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director’s guidance to best support the branch’s membership sales and retention results

Responsible for financial transactions at the front desk, which may include, but not be limited to, program registration, membership sales, authorized disbursements & merchandise sales

Ensures that membership applications and the affiliated data entry is complete and correct

In accordance with Association standards, supports the implementation of the branch membership acquisition plan in meeting the monthly acquisition and retention goals

Responsible for the security of the building and members/guests by requiring members to present their cards for scanning and for visitors to sign visitors log and present picture

Responsible for accurate membership records, receipts and cash, as well as ensuring that end-of-shift re ports are complete and accurate

Supports Member Service team reports under the direction of the Membership Director

Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.)

Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities

Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention

Maintains close daily contact with the Membership…