Full Time Member Service Desk Representative

At the Hockomock Area YMCA, every interaction matters. As the first point of connection for our members and guests, the Membership Service Desk Representative plays a vital role in shaping the welcoming, inclusive, and supportive environment that defines our Y community.

We are seeking a full-time team member who is passionate about people, thrives in a fast-paced setting, and takes pride in delivering exceptional service. In this role, you will not only support membership operations—you will help create meaningful experiences that keep our community engaged, connected, and inspired.

Essential Duties

• Serve as a welcoming and knowledgeable presence for all members and guests, creating a positive first impression with every interaction

• Build strong relationships by actively listening to member needs, answering questions, and providing thoughtful, solutions-oriented support

• Process memberships and program registrations accurately and efficiently, ensuring a seamless experience for all

• Promote YMCA programs and services, helping individuals and families find the opportunities that best support their goals

• Support member retention efforts by delivering consistent, high-quality service and addressing concerns with professionalism and care

• Manage incoming calls, provide accurate information, and connect individuals to the appropriate team members when needed

• Maintain organized and accurate membership records, partnering with colleagues to resolve account inquiries

• Step into a sales-focused role when needed by conducting personalized tours, understanding prospective member needs, and confidently inviting them to join the YMCA

• Stay informed and prepared by reviewing training materials and staying up to date on programs, policies, and procedures

• Assist in onboarding and training new Membership Service team members

• Uphold safety by understanding and following all emergency procedures and protocols

• Maintain a clean, organized, and welcoming lobby and Member Service Desk area

• Complete daily financial transactions and cash-outs with accuracy and accountability

• Support branch operations by following opening and closing procedures as scheduled

• Engage in the broader mission of the YMCA by participating in annual campaigns, staff meetings, and team initiatives

• High School Degree required; Associate or Bachelor’s Degree preferred
• Related experience in a fast-paced environment (retail, restaurant, etc.)
• Ability to work evenings (at least twice per week) and one weekend day
• Ability to listen, relate, and communicate effectively with diverse groups of people from all social and economic segments of the community
• Proficient and prior experience with standard business software such as Excel, Google Docs, and Microsoft
• CPR and First Aid Certifications within the first 30 days, along with other mandatory trainings