Part-Time Member Service Desk Representative

• Location 45 Forge Hill Road,Franklin, MA, 02038,United States
• Base Pay $15.00 - $18.00 / Hour
• Job Category Part Time
• Employee Type Part Time

• Name Kristin Toracco
• Email KristinT

The Bernon Family Branch of the Hockomock Area YMCA is hiring a part-time Member Service Desk Representative to deliver exceptional service to all members, guests, and program participants.

This role is at the heart of our Y—welcoming every individual who walks through our doors, supporting their experience, and helping them feel a true sense of belonging. The position responds to member and guest needs, promotes membership and programs, and helps maintain a clean, organized, and inviting lobby space.

We are currently seeking team members with flexible availability. Evening and weekend shifts are required.

• 3 hours of free child watch during child watch operations hours
• Free single membership

Essential Functions

• Addresses member concerns in a professional and timely manner
• Implements membership systems in a fast-paced environment
• Supports quality control and member experience standards
• Works closely with Association staff on membership-related needs
• Assists the Membership Director in member retention through excellent service
• Greets all individuals entering the facility, verifies identification, and ensures proper access
• Reviews staff manuals and communication logs prior to each shift
• Answers phone calls professionally, transfers appropriately, and provides accurate program and membership information
• Explains membership options (youth, family, program) and current promotions
• Processes memberships and program registrations accurately and efficiently
• Issues receipts for all transactions and follows branch procedures
• Understands emergency procedures and how to activate EMS when needed
• Maintains cleanliness and organization of the Member Service Desk and lobby areas
• Coordinates shift coverage and communicates schedule changes to the Membership Director
• Follows all opening and closing procedures

• High school diploma or equivalent, preferred
• Previous experience in customer service, hospitality, or a member-facing role preferred
• Strong attention to detail with the ability to manage multiple tasks in a fast-paced environment
• Experience supporting quality standards or process consistency, preferred
• Comfortable using standard business tools (e.g., Microsoft Office, Google Workspace)
• Ability to connect and communicate effectively with individuals from diverse backgrounds and experiences
• Reliable, flexible, and able to work early mornings, evenings, and weekends as needed
• CPR/AED and First Aid certifications required within 30 days of hire, along with completion of all mandatory trainings