Membership Associate - Stonestown Y

YMCA•San Francisco, CA

19d•$20 - $24•Onsite

About The Position

The Membership Associate is responsible for fostering an inclusive, welcoming, and meaningful YMCA member experience from the initial point of contact through daily interactions with current members. This role reflects the Y's core values of caring, honesty, respect, and responsibility while implementing the Member Engagement Principles: welcoming, connecting, supporting, and inviting during all member and guest interactions. The Membership Associates assist YMCA members in accessing available resources, either virtually or in person at the branch. They are expected to maintain a comprehensive understanding of the facility, programs, and activities, ensuring they provide accurate information and responsive service. This role actively contributes to creating a safe, inclusive, and supportive environment for all members, guests, and staff, valuing and respecting diverse backgrounds and experiences.

Requirements

Must be 18+
High school diploma or equivalent
Availability to work weekdays, evenings, and weekends
At least 6 months of customer service experience
Proficiency in computer usage, including knowledge of Office 365

Nice To Haves

Experience with customer relationship management tools (i.e. Salesforce)
Bilingual in Spanish, Cantonese, Mandarin, or other languages.

Responsibilities

Engage with members in the facility to promote safety and inclusivity on the wellness floor and in the gymnasium.
Demonstrate YMCA’s communication values (nurturing, genuine, determined, hopeful, and welcoming) during all interactions.
Provide engaging and informative tours for prospective members, emphasizing inclusivity and community commitment.
Assist members with questions, comments, and requests promptly and respectfully throughout the day.
Ensure members' needs are met by fostering a welcoming and supportive environment.
Implement YMCA’s Member Engagement Principles of welcoming, connecting, supporting, and inviting during every interaction.
Conduct routine outreach to members to address account issues, including updating payment methods, in a respectful and confidential manner.
Manage membership account requests, including financial assistance, holds, cancellations, refunds, and reactivations, with empathy and confidentiality.
Process membership and program payments as needed with accuracy and transparency.
Encourage members to explore YMCA offerings before considering cancellations or account holds, promoting engagement and retention.
Connect members to available features and benefits, promoting membership programs and offerings in a supportive manner.
Respond promptly and professionally to phone calls, voicemails, and membership-related emails.
Stay informed about YMCA communications, resources, and virtual support offerings to provide effective and personalized member assistance.
Maintain a comprehensive understanding of YMCA programs, services, schedules, and resources to assist members effectively.
Lead and uphold facility entrance protocols to ensure safety, accessibility, and efficient member flow.
Maintain a clean, safe, and inclusive wellness floor by monitoring fitness equipment and ensuring a safe environment for all members.
Engage with members to promote safety and inclusivity within all facility spaces.
Schedule members for reservable wellness services, including group exercise classes, ensuring accessibility and fairness in scheduling.
Support members by providing accurate and updated program and class information.
Maintain certification and proficiency in Traction Rec and other YMCA systems to support operational efficiency.
Ensure proper documentation and adherence to YMCA policies regarding membership accounts and facility use.