Member Experience Staff-TCC West

JOB TITLE: Member Experience Staff

REPORTS TO: Program Director and/or as assigned

FLSA TYPE: Non-Exempt, Hourly

JOB PURPOSE:

Under the direction of the assigned supervisor, The Membership Experience Staff member serves as the first impression for all members and guests, providing exceptional customer service at the front desk. This role supports membership sales, program registrations, and facility access. Team members assist with questions, resolve concerns, and help connect people to programs and services that fit their needs. This position is ideal for someone who enjoys working with the public, thrives in a fast-paced environment, and takes pride in creating a welcoming, inclusive atmosphere.

ESSENTIAL FUNCTIONS (not a complete list):

• Deliver exceptional customer service as the first point of contact for members and guests.
• Process check-ins, memberships, and program registrations accurately.
• Maintain a safe, clean, and welcoming environment.
• Respond professionally to member questions, concerns, and emergencies.
• Follow and consistently enforce YMCA policies and procedures
• Adhere to all organizational policies and procedures regarding the prevention of abuse.
• Report any suspected abuse, neglect, or misconduct immediately to the appropriate supervisory staff.
• Attend mandatory training on abuse prevention, including recognizing signs of abuse, and reporting requirements.
• Abide by the YMCA’s four core values of Caring, Honesty, Respect & Responsibility.
• Other duties as assigned

Required:

• 18 years of age
• Excellent skills in customer service and interactions with others/
• Strong attention to detail.
• Experience working with various computer software programs.
• Experience in a customer service setting
• Strong data entry skills

Preferred:

• High School Graduate or equivalent
• Bilingual - English/Spanish