Membership Associate – Presidio Y

Imagine going to work each day knowing that your efforts positively impact individuals and communities. As a global movement and the nation’s leading nonprofit organization dedicated to strengthening communities through youth development, healthy living, and social responsibility, the YMCA of Greater San Francisco offers more than just a job—we offer a career with a future and the opportunity to make a lasting difference in your community.

At the Y, you can uncover your passion and build a lifelong career addressing some of the nation’s most pressing social issues.

At the YMCA of Greater San Francisco , we are committed to demonstrating values that aim to building strong communities where you can Be, Belong and Become. With Truth & Courage, we strive to understand and act on individual and societal truths. We ensure a safe and inclusive environment with Authenticity & Accessibility, allowing everyone to participate according to their needs.

Our approach is Dependable & Creative, as we respond to community needs through strong partnerships. Above all, we embody Dignity & Empathy, treating everyone with respect and compassion, and recognizing the inherent dignity in all individuals.

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.

• Member Engagement & Experience
  • 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.
• Membership Services & Account Management
  • 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.
• Communication & Support
  • 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.
• Facility & Safety Management
  • 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…