Member Service Associate - Downtown

YMCA of Springfield•Springfield, IL

About The Position

A Member Service Associate (MSA) provides friendly, professional service and resolves member inquiries and issues. The role calls for leadership, a strong work ethic, teamwork, and comfort in a fast-paced environment. The associate sells memberships and programs, contributes to member retention, and uses computer software to locate information and complete office processes. The position also includes responding to emergencies, following safety procedures, handling desk operations, and supporting members with reservations and activities. The YMCA enforces child abuse prevention policies. Allegations or suspicions must be taken seriously and reported to authorities. Prevention procedures include unscheduled visits, open doors for parents, staff screening, a code of conduct, and training. Employees who fail to support these policies may face discipline, up to and including termination.

Requirements

Minimum age of 18 years.
High school diploma or GED.
Proven customer service excellence in a similar industry.
Excellent communication skills.
Ability to learn quickly.
Excellent interpersonal and problem-solving skills.
Attention to detail.
Experience with office processes and procedures.
Comfort with data entry, computer functions, and phone follow-ups.

Nice To Haves

College degree preferred.
Knowledge of and previous experience with diverse populations, including differences in language, culture, race, physical ability, and sexual orientation.

Responsibilities

Resolve member inquiries and issues in a friendly manner.
Maintain a friendly, professional attitude and conduct that earns respect.
Demonstrate leadership.
Sell memberships and programs.
Contribute to member retention.
Use computer software to find needed information.
Remain trained and ready to respond to emergencies, and stay up to date on safety procedures.
Maintain a clean, organized, and properly stocked workspace.
Handle cash balances and receipt all money transactions at the desk.
Open and close the Y facility as scheduled.
Assist members with scheduling reservations and activities.
Issue and track equipment and keys.
Document inquiries and maintain accurate membership records.
Prepare and maintain member coffee service and supplies.
Perform other duties as assigned.
Support YMCA child abuse prevention policies, including reporting allegations or suspicions to authorities.