Member Services Associate

Member Services Associate

Be the smile that welcomes everyone to the Y!

First impressions matter make yours count at the YMCA.

Be the reason someone feels they belong.

Job Description

YMCA of the Black Hills JOB DESCRIPTION

Job Title: Member Services Associate Job Grade: 4

FLSA Status: Non-Exempt Job Code:

Reports to: Member Experience

Coordinator Revision Date: 12/11/2025

Leadership Level: Leader Primary Function/Department: Member Services

POSITION SUMMARY:

The Member Services Associate at YMCA of the Black Hills is responsible for delivering exceptional member engagement and support, maintaining a safe facility, and ensuring smooth operations.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS/PERFORMANCE OBJECTIVES:

Member Engagement & Service

1. Greet members by name and foster meaningful connections by providing positive feedback, motivation, and encouragement.

2. Deliver exceptional customer service to ensure member satisfaction and retention.

3. Respond promptly and professionally to inquiries, concerns, and complaints.

Membership & Program Support

4. Conduct cause-driven tours and clearly communicate YMCA mission, services, and programs.

5. Sell memberships, process transactions, and manage account changes (holds, cancellations, refunds).

6. Assist members with program registration and provide accurate, up-to-date information.

7. Contact members to support engagement, remind them of appointments, and help to ensure their success and retention.

Facility Operations

8. Open and close the facility according to YMCA standards, ensuring safety and security.

9. Monitor and maintain cleanliness of the lobby, locker rooms, and common areas; manage towel service.

10. Routinely patrol the facility to ensure safety, program quality, and adequate staffing.

Safety & Emergency Response

11. Follow YMCA safety protocols and respond quickly and effectively to emergencies.

12. Inspect equipment daily, documenting safety checks according to standards.

13. Accurately complete and submit incident/accident reports per staff training.

14. Maintain all necessary first aid supplies and ensure accuracy of related documentation.

Administrative & Technical

15. Use computer platforms including YMCA CRM for accurate data entry, cash handling, and member management.

16. Balance cash drawer and complete end-of-shift closeout procedures.

17. Respond to all personal inquiries within the same day they are received.

18. Maintain accurate records of member participation and individual consultations.

Leadership & Team Support

19. Assist in training new staff and support overall team operations.

20. Oversee the facility in the absence of directors, guiding staff and resolving issues as needed.

21. Mentor volunteers through training, supervision, and evaluation to support successful performance.

Professional Development

22. Model YMCA core values: caring, honesty, respect, and responsibility.

23. Stay informed about YMCA programs and continuously develop customer service and engagement skills.

Perform whatever else may be needed to further the YMCA movement.

LEADERSHIP COMPETENCIES:

Engaging Community

Collaboration

Communication & Influence

Emotional Maturity

QUALIFICATIONS:

Must be at least 18 years of age.

Must possess a high school diploma or GED.

6 months of previous experience in customer service, sales, or a related field required; experience in a membership-based or nonprofit environment preferred.

CPR/AED and First Aid certifications required within 60 days of hire; all other YMCA-required trainings must be completed within 60 days of hire.

Strong interpersonal, communication, and problem-solving skills with the ability to remain positive and professional in all situations.

Ability to build authentic relationships and relate effectively to individuals from diverse backgrounds, cultures, and socioeconomic groups.

Basic computer proficiency, including the ability to learn membership software, point-of-sale systems, and other digital tools.

Be passionate about the YMCA mission and vision and must personally advocate and demonstrate the core values of honesty, respect, responsibility and caring.

Must have reliable transportation to and from work.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role requires the ability to regularly walk, stand, climb stairs, and patrol a large facility. Employees must be able to cover large distances throughout the building to monitor safety, assist members, and respond to incidents as needed.

The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

The noise level in the work environment is usually moderate.

Employee must be able to kneel, bend, squat, lift, push, pull, and carry objects or children.

Note All persons interested in being a member of the YMCA staff must follow DART.

D - Dependability: Exhibit dependability by reporting for duty promptly and as scheduled.

A - Appearance: Maintain presentable appearance as determined by the dress code.

R - Role Model: Believe in and exhibit at all times the YMCA core values of honesty, respect, responsibility and caring

T - Teamwork: Work together, help one another and lend a hand, even if it is not part of your specific responsibility.

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