Membership Associate - Presidio Y

Position Summary

The Membership Associate is responsible for fostering an inclusive, welcoming, and meaningful YMCA member experience from the initial point of contact through daily interactions with current members. This role reflects the Y's core values of caring, honesty, respect, and responsibility while implementing the Member Engagement Principles: welcoming, connecting, supporting, and inviting during all member and guest interactions. The Membership Associates assist YMCA members in accessing available resources, either virtually or in person at the branch.

They are expected to maintain a comprehensive understanding of the facility, programs, and activities, ensuring they provide accurate information and responsive service. This role actively contributes to creating a safe, inclusive, and supportive environment for all members, guests, and staff, valuing and respecting diverse backgrounds and experiences.

• Engage with members in the facility to promote safety and inclusivity on the wellness floor and in the gymnasium.
• Demonstrate YMCA’s communication values (nurturing, genuine, determined, hopeful, and welcoming) during all interactions.
• Provide engaging and informative tours for prospective members, emphasizing inclusivity and community commitment.
• Assist members with questions, comments, and requests promptly and respectfully throughout the day.
• Ensure members' needs are met by fostering a welcoming and supportive environment.
• Implement YMCA’s Member Engagement Principles of welcoming, connecting, supporting, and inviting during every interaction.

• Conduct routine outreach to members to address account issues, including updating payment methods, in a respectful and confidential manner.
• Manage membership account requests, including financial assistance, holds, cancellations, refunds, and reactivations, with empathy and confidentiality.
• Process membership and program payments as needed with accuracy and transparency.
• Encourage members to explore YMCA offerings before considering cancellations or account holds, promoting engagement and retention.
• Connect members to available features and benefits, promoting membership programs and offerings in a supportive manner.

• Respond promptly and professionally to phone calls, voicemails, and membership-related emails.
• Stay informed about YMCA communications, resources, and virtual support offerings to provide effective and personalized member assistance.
• Maintain a comprehensive understanding of YMCA programs, services, schedules, and resources to assist members effectively.

• Lead and uphold facility entrance protocols to ensure safety, accessibility, and efficient member flow.
• Maintain a clean, safe, and inclusive wellness floor by monitoring fitness equipment and ensuring a safe environment for all members.
• Engage with members to promote safety and inclusivity within all facility spaces.

• Schedule members for reservable wellness services, including group exercise classes, ensuring accessibility and fairness in scheduling.
• Support members by providing accurate and updated program and class information.

• Maintain certification and proficiency in Traction Rec and other YMCA systems to support operational efficiency.
• Ensure proper documentation and adherence to YMCA policies regarding membership accounts and facility use.

• High school diploma or equivalent
• Availability to work weekdays, evenings, and weekends
• At least 6 months of customer service experience
• Proficiency in computer usage, including knowledge of Office 365

• Experience with customer relationship management tools (i.e. Salesforce)
• Bilingual in Spanish, Cantonese, Mandarin, or other languages.

The work environment is primarily indoor, with occasional outdoor tasks depending on program needs or special events. The role requires the ability to stand, walk, and move throughout the facility for extended periods of time. Physical requirements include the ability to lift and carry up to 25 pounds, as well as setting up and handling equipment. There will be instances of interacting with members in various areas, such as the wellness floor, gymnasium, and other program spaces.

The role also requires responding to emergencies quickly and effectively, working in a fast-paced environment while maintaining a welcoming and supportive attitude.

• Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check.
• All duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA of Greater San Francisco promotes an equal employment opportunity workplace, which includes reasonable accommodation for otherwise qualified disabled applicants and employees. Please contact your…