Member Service Representative

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.

There are immediate openings at the Lockport YMCA.

GENERAL

WORK SCHEDULE:

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

ESSENTIAL FUNCTIONS:

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.

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.

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.

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.

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.

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.