Member Service Representative

POSITION SUMMARY:The Member Service Representative is the face of YMCA Buffalo Niagara, responsible for delivering exceptional customer service to members, guests, and program participants. This position plays a key role in creating a welcoming and inclusive environment, supporting member engagement, and promoting the Y’s mission of strengthening the community.

GENERAL WORK SCHEDULE:
Morning, afternoon and evening shifts are available. Ability to work weekends is required.

ESSENTIAL FUNCTIONS:
Member and Guest Engagement:

Greet members, guests, and program participants in a friendly and professional manner.
Provide accurate information about YMCA programs, services, schedules, and membership options.
Address member inquiries, concerns, and feedback promptly and effectively.

Membership Sales and Retention:

Assist prospective members with tours, membership sign-ups, and orientations.
Promote membership benefits and programs to encourage participation and retention.
Follow up with new members to ensure a positive onboarding experience.

Administrative Support:

Process membership applications, program registrations, and payments accurately.
Maintain up-to-date and accurate records in the membership database.
Generate and distribute membership cards and other materials as needed.

Facility Control and Support:

Maintains facility control by scanning member key tags, maintaining sign-in sheets and issuing equipment and/or keys.
Monitor the lobby and other public areas to ensure a clean, safe, and welcoming environment.
Enforce YMCA policies and guidelines consistently and respectfully.
Respond to emergencies and assist with safety protocols as required.

Collaboration:

Work closely with other staff and departments to ensure seamless operations and member satisfaction.
Attend staff meetings and training sessions to stay informed and enhance skills.
Support YMCA events and activities as needed.

Additional Responsibilities: Perform other duties as assigned.

QUALIFICATIONS:

High school diploma or equivalent required; some college coursework preferred.
Previous customer service experience is highly desirable.
Strong interpersonal and communication skills.
Proficiency with computers and basic office software; familiarity with membership management systems is a plus.
Ability to handle multiple tasks and work in a fast-paced environment.
Commitment to providing exceptional service and promoting the YMCA’s mission and values.