1. YMCA BUFFALO NIAGARA
JOB DESCRIPTION
Job Title: Member Service Representative
Incumbent: Job Classification: D
FLSA Status: Non-Exempt Job Points:
Reports to: Job Grade: 1
Branch: Revision Date: June 2014
POSITION SUMMARY:
Provides outstanding service to all members, guests, and program participants. Responds to member and guest
needs, promotes membership and programs, and maintains cleanliness and organization of the lobby area.
ESSENTIAL FUNCTIONS:
1. Provides outstanding service to members, guests, and program participants at the Y and on the phone,
contributing to member retention.
2. Builds relationships with members; helps members connect with one another and the Y. greets members by
name.
3. Conducts interviews and tours responsive to the needs of prospective members.
4. Sells memberships and registers program participants. Records sales and registrations according to
Association procedures.
5. Stays current on program and membership information to communicate effectively with members, guests, and
program participants.
6. Applies YMCA policies when dealing with member services.
7. Maintains facility control and security by scanning member key tags, maintaining sign-in sheets and issuing
equipment and/or keys.
8. Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
9. Carries out risk management and emergency procedures in accordance with Association guidelines, completes
and files necessary paperwork.
10. Participates as a team member during special promotions and annual campaigns.
11. Attends training sessions and staff meetings as required.
12. Supports office staff when necessary.
13. Performs other duties as assigned.

2. QUALIFICATIONS:
1. Previous experience in customer service, sales or related experience.
2. Excellent interpersonal and problem solving skills.
3. Strives to meet/exceed goals and deliver a high-value experience to members.
4. Ability to relate effectively to diverse groups of people from all social and economic segments of the
community
5. Basic knowledge of computers.
WORK ENVIRONMENT:
This is a fast paced and family focused recreational environment. The noise level is moderate but can be loud. The
facility may have 2 floors, accessible by stairs and elevator. (The 2nd floor of the Delaware Family YMCA is accessible
by stairs only.)
PHYSICAL DEMANDS:
The physical demands that are described here are representative of those that must be met by an employee to
successfully perform the essential functions of the job. Reasonable accommodations may be made to enable
individuals with disabilities perform the essential functions.
While performing the duties of the job, the employee is regularly required to: bend, stoop, kneel, twist, sit, reach with
hands, grasp, stand, sit, hear, speak, have finger dexterity, walk, run, pull and have visual acuity. The employee
must remain alert at all times.
TRAINING REQUIREMENTS:
Successfully complete New Employee Orientation, Child Abuse Prevention and Bloodborne Pathogen trainings before
beginning work at the assigned location.
Attend all staff training sessions and meetings to practice skills and learn YMCA program and membership standards.
END RESULT:
1. A growing membership base with a high member retention rate.
2. Knowledgeable and professional member service staff.
3. A safe, clean, and well organized lobby area.
Employee Signature Date Supervisor Signature Date