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The Member Experience Associate provides welcoming, responsive, and high-quality service tomembers and guests. This role supports daily membership and facility operations, performs front deskand fitness floor responsibilities, and upholds YMCA service standards to ensure a positive memberexperience. The position is entry-level, non-supervisory, and foundational to membership engagementand 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

Provide excellent customer service while greeting, checking in, and welcoming members and guests.
Deliver facility tours and share basic information about membership options and program offerings.
Maintain basic knowledge of facility policies, membership structures, and program schedules.
Support fitness floor operations, including cleanliness standards and demonstrating proper use of equipment.
Respond to general inquiries and resolve basic customer service issues or direct members to
appropriate staff.
Monitor the access desk for safety, security, and member traffic flow.
Enter work orders for facility and customer service needs.
Answer phones, provide accurate information, and route calls appropriately.
Assist with emergency response protocols as directed.
Foster a welcoming, inclusive environment for all members.

Performs other duties and tasks as assigned by leadership.

Qualifications

Required Qualifications
Customer service experience preferred or demonstrated ability to engage positively with
members.
Basic computer and data-entry proficiency.
Strong communication, listening, and interpersonal skills.
Ability to learn membership pricing, branch amenities, and YMCA policies.
Ability to problem-solve routine questions and elevate more complex issues.
Comfort working in a fast-paced, member-centered environment.
Ability to complete required systems and service training within designated timelines.
Commitment to the mission, values, and service culture of the YMCA.
Ability to stand for extended periods and perform light physical tasks.

Working Conditions

Indoor member-facing environment with high interaction and traffic.
Ability to lift up to 25 lbs. and perform cleaning or equipment demonstration tasks.

Flexible schedule required, including potential evenings, weekends, and holidays.
Occasional exposure to cleaning supplies and fitness equipment areas.
Frequent walking, standing, and movement throughout facility.

Competencies

1. EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations
2. 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
   
3. COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that
   engages, inspires, and builds commitment to the Y's cause
   
4. CRITICAL THINKING & DECISION MAKING: Makes informed decisions based on logic, data, and sound judgment

To learn more about our Y-USA Leadership Competencies, please click here