Tennis Club - Membership Service Repre

YMCA of Metropolitan Washington • Arlington, VA

3d • Onsite

About The Position

The Membership Service Representative (MSR) supports the YMCA’s mission by providing reliable, consistent, and outstanding customer service to members, guests, staff, and the community. Reporting to the Membership Director, the MSR serves as a key information resource for branch programs, activities, merchandise, and general communication needs. The role handles front desk operations, including guest tours, membership sales and account changes, inquiries, facility access control, guest-pass enforcement, program registration, the Easy to Enroll process, and basic computer entry. The MSR builds relationships that help members move from casual participation to connection and commitment to the YMCA mission.

The position works with the Membership Director and branch staff to uphold YMCA customer service standards, support membership acquisition and retention, maintain accurate membership and financial records, and help ensure building security. It also supports branch events, member service campaigns, initiatives, and training. Hours are primarily on weekends, with some weekday shifts potentially available; the listed shifts include Friday, Saturday, and Sunday schedules. The role requires availability for weekends and evenings for branch and corporate functions, and ongoing progress toward YMCA Leader Certification.

Requirements

• High school diploma or GED.
• Initiative, enthusiasm, common sense, and good judgment.
• Strong customer service skills and the ability to remain calm in stressful situations.
• Detail orientation, multitasking ability, and strong organizational skills, including maintaining a clean, uncluttered front desk workspace.
• Strong communication and relationship-building skills.
• PC and database management skills, including the ability to perform repetitive data entry and learn new software programs and processes quickly.
• Availability to work weekends and evenings for branch and corporate functions.
• Ability to sit, stand, or move for extended periods; bend for tasks such as filing and inventory counts; and walk up and down stairs as needed for tours.

Nice To Haves

• Availability to pick up shifts at any time from 5:30 a.m. to 10 p.m.

Responsibilities

• Serve as a key resource for information about branch programs, activities, merchandise, and general communications.
• Handle front desk responsibilities, including guest tours, membership sales, renewals and cancellations, phone and in-person inquiries, program registration, the Easy to Enroll process, and basic computer entry.
• Provide welcoming, outstanding customer service and develop engaging relationships with members, guests, staff, and the wider community.
• Work with the Membership Director and branch staff to uphold YMCA customer service standards for facility excellence, staff engagement, and sharing the YMCA mission.
• Help solve member problems proactively and direct members to appropriate resources; maintain knowledge of member policies, operating procedures, and branch programs and activities.
• Support handling of prospective members and guests, including telephone inquiries, tours, and front desk interactions, in accordance with Association standards and the Membership Director’s guidance.
• Process front desk financial transactions, including program registration, membership sales, authorized disbursements, and merchandise sales.
• Ensure membership applications and associated data entry are complete and correct.
• Support the branch membership acquisition plan and monthly acquisition and retention goals.
• Help maintain building and member/guest security by scanning member cards and requiring visitors to sign the visitor log and present picture identification.
• Maintain accurate membership records, receipts, and cash, and ensure end-of-shift reports are complete and accurate.
• Support Member Service team reports under the Membership Director’s direction.
• Help implement events for prospects, members, and guests in partnership with other Service Team members.
• Support YMCA Member Service campaigns, initiatives, training sessions, and related activities.
• Partner with ASO, branch leadership, and Service Team Leaders to increase member engagement and support retention.
• Maintain daily contact with the Membership Director regarding membership account and branch operations status.
• Greet members with a smile, eye contact, and by name; share program information and introduce members to one another.
• Keep facility information current and accurate, contribute to a clean and positive atmosphere, and respond proactively to member needs.
• Share personal YMCA experiences and YMCA mission stories.
• Perform other duties as required.

Benefits

• Employer-funded retirement plan, with vesting after two years of service or 1,000 compensated hours in each of those two years.
• 403(b) savings plan.
• High-quality, affordable healthcare.
• Free YMCA membership for the employee, spouse, and dependents.
• Paid time off and sick leave.
• Professional development opportunities.
• Employee discounts and benefits from banks, credit unions, Verizon Wireless, Sprint, Dell, Veterinary Pet Insurance, supplemental insurance providers, Vision Care, LegalShield, and Zipcar.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED