Membership Associate: Dowd YMCA

Full job description
The Membership Associate serves as the face of the YMCA by providing exceptional in-person service to all members, guests, and visitors. This role is responsible for welcoming patrons, responding to inquiries, handling membership transactions, and promoting programs and services in a way that reflects the YMCA’s commitment to hospitality, inclusion, and community. The ideal candidate will deliver legendary service and build lasting relationships that support member satisfaction and retention.


Culture Statement

The culture of the Y is rooted in our Christian mission and core principles. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose. We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us. We demonstrate Generosity – sharing our
time, skills, and resources freely and with joy.
We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments. We honor Humility – leading with a servant's heart by prioritizing the needs of others above our own.
We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility – performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service – going above and beyond in serving others by anticipating needs and delivering exceptional experiences.


Essential Functions

Greet all members and guests with warmth and professionalism, creating a welcoming environment.
Respond to in-person inquiries regarding memberships, programs, and services in a timely and knowledgeable manner.
Conduct tours for prospective members and promote membership benefits and program opportunities.
Accurately process membership sales, renewals, cancellations, and account changes using YMCA systems.
Resolve member concerns or issues courteously and effectively, escalating when necessary.
Monitor lobby and entrance areas to ensure safety, cleanliness, and a positive atmosphere.
Maintain confidentiality of member information and ensure data is entered accurately.
Promote YMCA programs, events, and initiatives to encourage deeper engagement.
Support check-in processes, including scanning members and verifying credentials.
Collaborate with teammates and leadership to ensure consistent and high-quality service delivery.
Performs other duties and tasks as assigned by leadership

Qualifications

Required Qualifications
High school diploma or equivalent.
At least one year of experience in customer service, retail, or front-desk operations.
Friendly, enthusiastic personality with strong interpersonal and communication skills.
Ability to multitask and remain calm in a fast-paced, high-traffic environment.
Proficiency in using computer systems, including Microsoft Office and database software.
Dependable and punctual with a strong sense of personal accountability.
Demonstrated ability to work effectively with individuals of diverse backgrounds and abilities.
Problem-solving mindset and willingness to take initiative.
Ability to maintain professionalism and confidentiality at all times.
Availability to work flexible shifts, including early mornings, evenings, weekends, and holidays.
All YMCA team members are expected to maintain a current and active status for all safety, risk, and
programming certifications defined by the YMCA of Greater Charlotte.

Preferred Qualifications
Some college coursework preferred.

Working Conditions

Primarily indoor environment at YMCA membership desks or welcome centers.
Frequent standing, walking, and interaction with members throughout shifts.
Occasional lifting or moving of supplies or materials up to 25 lbs.
May require prolonged periods using a computer or point-of-sale system.
Exposure to moderate noise levels in busy common areas.
Competencies

COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause
EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations
INCLUSION: Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence
ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y’s work is
community-focused and welcoming of all, providing community benefit

To learn more about our Y-USA Leadership Competencies, please click here: chrome-extension://efaidnbmnnnibpcajpcglclefindmkaj/https://info.ymcacharlotte.org/hubfs/MEME9737%202024%20YUSA%20Cause-Driven%20Leadership%20Competency%20Model-3.pdf

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