Tennis Club - Membership Service Repre

YMCA Metro Washington • Arlington, VA

3d

About The Position

The Membership Service Representative (MSR) reports to the Membership Director and serves as a key information resource for branch programs, activities, merchandise, and other general communication needs. The position handles front-desk services for members and guests, including tours, membership sales and account changes, phone and in-person inquiries, facility access, guest-pass enforcement, program registration, the Easy to Enroll process, and basic computer entry.

The MSR supports the YMCA mission by delivering consistent, outstanding customer service and building relationships that help members become more connected to the YMCA. The role works with the Membership Director and branch staff to uphold customer-service standards, support membership acquisition and retention, maintain accurate membership and financial records, and help ensure building and visitor security. The position has no supervisory responsibility and requires ongoing progress toward YMCA Leader Certification.

Hours are primarily available on weekends, with some weekday shifts potentially available. Listed shifts include Fridays from 11 a.m.–5 p.m. or 3 p.m.–10:15 p.m., Saturdays from 6 a.m.–1 p.m. or 1 p.m.–8 p.m., and Sundays from 9 a.m.–5 p.m. Availability to pick up shifts between 5:30 a.m. and 10 p.m. is a plus. The role requires working weekends and evenings for branch and corporate functions.

Requirements

• High school diploma or GED.
• Initiative, enthusiasm, sound judgment, strong customer-service skills, and the ability to remain calm in stressful situations.
• Attention to detail, multitasking ability, and strong organizational skills.
• Strong communication and relationship-building skills.
• PC and database-management skills, including the ability to perform repetitive data entry and learn new software and processes quickly.
• Ability 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 when giving tours.
• Ongoing progress toward YMCA Leader Certification.

Nice To Haves

• Availability to pick up shifts between 5:30 a.m. and 10 p.m.

Responsibilities

• Handle front-desk responsibilities, including guest tours, membership sales, renewals and cancellations, inquiries, facility access control, guest-pass enforcement, program registration, the Easy to Enroll process, and basic computer entry.
• Serve as a key resource for information about branch programs, activities, merchandise, and general communications.
• Build engaging relationships with members and provide outstanding customer service to members, guests, staff, and the community.
• Work with the Membership Director and branch staff to uphold YMCA customer-service standards for facility excellence, staff engagement, and member experience.
• Deliver the YMCA mission and philosophy to staff, members, and guests.
• Proactively help resolve member problems and direct members to appropriate resources; maintain knowledge of member policies, operating procedures, and branch programs and activities.
• Handle prospects and guest interactions according to association standards and the Membership Director’s guidance, supporting membership sales and retention.
• Process front-desk financial transactions, including program registration, membership sales, authorized disbursements, and merchandise sales.
• Ensure membership applications and related data entry are complete and accurate.
• Support the branch membership acquisition plan and monthly acquisition and retention goals.
• Help maintain building and member security by scanning member cards and requiring visitors to sign the visitors log and present photo 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 teams.
• Support YMCA member-service campaigns, initiatives, training sessions, and related activities.
• Partner with association and branch leaders and service-team leaders to increase member engagement and improve retention.
• Maintain close daily contact with the Membership Director about membership accounts and branch operations.
• Maintain a clean, uncluttered front-desk workspace and ensure displayed or communicated information is current and accurate.
• 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 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 offers from banks, credit unions, Verizon Wireless, Sprint, Dell, Veterinary Pet Insurance, supplemental benefit providers, and Zipcar.

What This Job Offers

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