Member Service Representative

YMCA Buffalo Niagara is an equal opportunity employer committed to creating a diverse and inclusive workplace.

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. Immediate openings are available at the Lockport YMCA.

Morning, afternoon, and evening shifts are available. Ability to work weekends is required.

• 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.

• 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.

• 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.

• Maintain 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.
• 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.

Perform other duties as assigned.

• 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.

Part‑time employees are immediately eligible to enroll and contribute to the Y Retirement Fund’s 403(b) plan, with a generous 12% employer‑paid retirement contribution available after meeting eligibility requirements. Additional benefits include paid sick leave, leadership development opportunities, ongoing training, flexible scheduling, and opportunities for career growth and advancement.