Member Services Representative

Overview

Full-time Description

Every day at the Y begins with people, and the Member Service team sets the tone for the entire member experience. The Summit Area YMCA is seeking a full-time Member Service Representative who brings strong customer service skills, comfort with technology, and the ability to lead by example at the welcome desk. This role serves as a consistent, knowledgeable presence across our Summit and Berkeley Heights branches.

In addition to providing high-quality front-line service, the Member Service Representative demonstrates leadership through professionalism, reliability, and support of team standards, while also completing administrative tasks and special projects that contribute to membership engagement and operational efficiency.

• Greet and assist members and guests in a friendly, professional manner
• Process membership check-ins, registrations, changes, and payments accurately
• Provide information about YMCA programs, services, events, and membership options
• Conduct facility tours and support trial membership experiences
• Complete follow-up phone calls related to tours, trial memberships, and member inquiries
• Assist with administrative and special projects, such as compiling data or creating tracking spreadsheets
• Maintain knowledge of YMCA policies, procedures, and systems
• Support a safe, organized, and welcoming front-desk environment

• Provide friendly, professional service while modeling excellent customer service standards
• Serve as a reliable point of reference for part-time Member Service staff during assigned shifts
• Take pride in setting a positive example and supporting teammates through collaboration and guidance
• Support onboarding, peer guidance, and informal mentoring of newer front desk staff
• Assist with membership transactions including check-ins, registrations, changes, and payments
• Conduct tours and support trial membership experiences
• Complete follow-up calls related to tours, trial memberships, and member inquiries
• Assist with administrative and special projects, such as compiling data or maintaining tracking spreadsheets
• Communicate questions, trends, or member feedback to supervisors as appropriate
• Maintain knowledge of YMCA policies, procedures, and systems
• Help ensure a safe, organized, and welcoming front-desk environment

This is a full-time position working 40 hours per week, including:

• Four weekday afternoon/evening shifts: 12:30 PM – 9:30 PM
• One weekend shift: typically 11:00 AM – 7:00 PM

Flexibility to work at both the Summit and Berkeley Heights branches is required.

The pay range for this position is $19.00 - $23.00/hour, and is based on experience. The Summit Area YMCA offers a generous benefits package that includes subsidized medical, dental, vision, life, and long-term disability insurance. Paid time off for vacation, wellness, and holidays, Free YMCA family membership, discounts on YMCA programs and services (including childcare), ongoing professional training and development, and a 12% employer contribution to the YMCA retirement plan upon eligibility.

At the Summit Area YMCA, we are committed to equal opportunity employment regardless of gender, age, disability, ethnicity, sexual orientation, or religious affiliation. Our main purpose is to strengthen community. Every day, we work side-by-side with our neighbors to make sure that everyone can reach their full potential and we strive to live our cause with purpose every day. No matter who you are or where you’re from, we believe that we’re stronger when we come together.

• Strong verbal and written communication skills, with the ability to interact professionally with members, guests, and staff
• Advanced comfort with technology, including data entry, spreadsheets, and learning new systems (membership platforms, CRMs, Microsoft Office/Google Workspace)
• Ability to accurately handle financial transactions and maintain attention to detail
• Experience in customer service, hospitality, sales, or a related people-facing role
• Comfortable balancing member-facing responsibilities with administrative and…