Senior Member Services Rep

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Putnam, CT, US

Job Title: Senior Member Service Representative (Senior MSR)
FLSA Status: Non-Exempt
Job Grade:
Primary Department: Membership
Reports to: Membership Director
Revision Date: 09/04/2026
Leadership Level: Leader

Note:May require Evenings and Weekends.

The YMCA of Greater Hartford is an association open to all committed to helping people reach their potential in spirit, mind, and body. Our commitment is based on the belief that the purpose of this three-fold development is to live out the values of Caring, Honest, Respect and Responsibility.

Under the supervision of the Membership Director, the Senior Member Service Representative (Senior MSR) provides exceptional customer service and supports the daily operations of the Welcome Center and Membership Department. The Senior MSR serves as a senior resource and role model for Member Service Representatives (MSRs), assists with training and onboarding, processes membership transactions and changes, supports membership acquisition and retention efforts, and helps ensure a welcoming and positive experience for all members and guests.

The Senior MSR is responsible for supporting the smooth operation of the Welcome Center during assigned shifts, assisting MSRs with questions and member concerns, completing administrative responsibilities, and supporting membership initiatives that contribute to the overall success of the branch.

Knowledge of YMCA of Greater Hartford procedures, rules, regulations, guidelines, membership policies, and branch procedures.

Serve our diverse communities equitably and act with an inclusive, anti-racist lens at all times; promote a brave, respectful culture at the Y.

Provide exceptional customer service and create a welcoming, positive experience for all members, prospective members, and guests.

Serve as a senior resource and role model for Member Service Representatives by providing guidance, support, and assistance with questions and situations that arise.

Assist with the training and onboarding of new MSRs, including Welcome Center procedures, membership processes, customer service expectations, YMCA policies, and applicable systems.

Lead the Welcome Center during assigned shifts, ensuring smooth daily operations, appropriate staff coverage, and adherence to established procedures.

Perform the standard responsibilities of an MSR, including greeting members and guests, answering questions, processing transactions, enrolling members in programs and classes, and providing information about YMCA services and membership benefits.

Process membership changes and related documentation, including membership holds, cancellations, transfers, payment authorizations, and program registrations.

Assist with financial assistance application approval and reverification by ensuring members provide required documentation while maintaining confidentiality.

Ensure accurate cash handling, daily transactions, reports, and front-desk procedures.

Maintain a clean, professional, organized, and welcoming Welcome Center environment.

Ensure all necessary Welcome Center supplies and inventory are stocked and alert the Membership Director of items that need to be ordered or replenished.

Support membership retention efforts by identifying member needs, addressing concerns, and connecting members with appropriate programs, services, and resources.

Support membership termination prevention and retention efforts by running reports and proactively contacting members with pending future…