Membership and Wellness Associate; Closing Shift - Embarcadero Y

Membership and Wellness Associate (Closing Shift) - Embarcadero Y

Join to apply for the Membership and Wellness Associate (Closing Shift) - Embarcadero Y role at YMCA of Greater San Francisco.

Position Summary

The Membership and Wellness Associate creates a welcoming and engaging experience for YMCA members, from their first contact through continued participation. This role involves applying YMCA engagement practices, such as welcoming, connecting, supporting, and inviting members and guests. The associate helps connect members to resources, programs, and wellness offerings at the branch. With a general knowledge of the facility, its programs, and activities, this position provides accurate information and services to members.

The role also ensures a clean, safe, and efficient environment, contributing to the YMCA’s commitment to delivering a positive workout experience for all members.

Job Responsibilities

Member Engagement & Customer Service

• Greet members and guests warmly, addressing their needs promptly and professionally.

• Engage with members on the wellness floor and in the gymnasium to promote safety and foster a sense of belonging.

• Conduct Cause-Driven Tours for prospective members, highlighting the YMCA’s benefits and community impact.

• Encourage members to explore YMCA offerings, such as programs and services, to promote engagement and retention.

• Communicate YMCA resources, schedules, and offerings, providing members with the tools to maximize their experience.

• Model Cause-Driven Communication by demonstrating nurturing, genuine, determined, hopeful, and welcoming behaviors.

Program & Facility Support

• Provide orientations for youth members (agesand adults, ensuring proper use of fitness equipment and understanding of safety guidelines.

• Support group exercise classes by setting up and breaking down equipment as needed.

• Schedule members for reservable wellness services such as orientations or group exercise classes.

• Assist with facility cleaning during downtime to ensure a welcoming environment.

• Maintain a clean, safe, and accessible wellness floor by monitoring fitness equipment, upholding safety standards, and ensuring cleanliness.

Administrative & Operational Support

• Assist with inquiries, account management, and program registrations.

• Answer phone calls, respond to voicemails, and reply to emails professionally and in a timely manner.

• Become proficient in YMCA systems, such as Traction Rec and Upace, to manage member data effectively.

Membership & Financial Transactions

• Manage transactions, including membership sales, financial assistance requests, holds, cancellations, refunds, and reactivations, following YMCA policies.

• Collect membership and program payments, ensuring accurate financial transactions.

Safety & Policy Compliance

• Ensure members adhere to safety guidelines and proper use of fitness equipment during orientations.

• Uphold YMCA safety standards and cleanliness protocols to provide a secure environment for all members.

Qualifications

• High school diploma or equivalent is required.

• 6+ months of experience in a customer service role.

• Basic knowledge of health, nutrition, and/or fitness.

• Proficiency in using computers, including familiarity with Office 365 applications.

• Strong interpersonal skills, including excellent customer service and phone etiquette.

Preferred Qualifications

• 6+ months of experience in wellness, fitness, or a related field.

• Bilingual skills in Spanish, Cantonese, Mandarin, or other languages.

• Certified Personal Trainer or Group Exercise Instructor certification is a plus.

• Experience with Salesforce or similar customer relationship management (CRM) platforms.

Work Environment & Physical Demands

The Membership and Wellness Associate works in a dynamic and member‑focused environment, requiring constant interaction with members, staff, and guests. This role involves multitasking and balancing priorities in a busy fitness facility to ensure a positive experience for all members. The associates are frequently on their feet, walking across the facility to engage with members, monitor the wellness floor, and uphold safety and cleanliness…