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Job Description
Member Services Associate Pocono Family YMCA - Stroudsburg, PA
A CAREER WITH A CAUSE
: At the Y, strengthening community is our cause. Our mission is to put Christian principles into practice through programs that build healthy spirit, mind and body for all. We focus our work in three key areas, youth development, healthy living and social responsibility. We are committed to this cause because a strong community can only be achieved when we invest in our kids, our health and our neighbors. Position Summary The Member Service Associate is responsible for delivering exceptional customer service to all members, guests, and program participants. This role serves as the first point of contact at the front desk and plays a vital role in member engagement, retention, and overall satisfaction while supporting the YMCA's mission.
ESSENTIAL FUNCTIONS
The essential functions of this position include, but are not limited to the following: Member Experience & Engagement Greet all members and guests warmly with a friendly, welcoming attitude. Respond to member questions, concerns, and complaints in a courteous and professional manner. Explain YMCA programs, services, and membership benefits to prospective and current members. Answer phones in a professional and pleasant manner, providing accurate information. Maintain a clean, organized, and welcoming front desk and lobby area with up-to-date materials. Membership & Program Administration Process membership applications, program registrations, guest passes, and payments accurately. Ensure all membership policies regarding registration, admissions, and payments are followed. Maintain accurate records for all membership and non-membership transactions. Stay informed on all current program offerings, schedules, and pricing. Complete assigned projects and administrative tasks in a timely manner. Sales & Operations Sell concessions and track inventory; report discrepancies or shortages to the Membership Director. Perform opening and closing duties, including register setup and daily reconciliation. Ensure proper filing and organization of all documentation. Maintain a safe, clean environment in accordance with YMCA standards. Safety & Professional Standards Maintain all safety standards, including tasks requiring physical activity such as lifting, bending, stretching, and climbing. Demonstrate sound judgment and decision-making based on established policies and procedures. Arrive on time and in proper attire, including nametag and appropriate YMCA or business casual clothing. Attend all required staff meetings, trainings, and participate in organizational initiatives and committees. Support YMCA mission-driven activities, including volunteer opportunities. Child Protection & Abuse Risk Management Responsibilities The Pocono Family YMCA is committed to providing a safe environment for all children and families. The Member Service Associate supports and upholds this commitment by: Following all YMCA policies and procedures related to child abuse prevention, discipline, medical situations, and emergencies. Adhering to policies regarding appropriate boundaries with members and program participants. Attending required abuse risk management training. Supporting practices related to supervision of members, particularly in high-risk activities. Reporting suspicious or inappropriate behaviors and policy violations immediately. Following all mandated abuse reporting requirements. Responding seriously and confidentially to concerns or reports. Supporting a culture of safety by reinforcing policies and procedures. Communicating the YMCA's commitment to child protection to members, staff, and volunteers. Performs any other functions necessary for the smooth and efficient operation of the Pocono Family
YMCA. QUALIFICATIONS
Strong customer service and interpersonal skills. Ability to handle sensitive situations with professionalism and discretion. Basic computer skills and ability to learn membership management systems. Ability to multitask and work in a fast-paced environment. Strong attention to detail and organizational skills. Ability to make sound decisions within established guidelines.
CERTIFICATES, LICENSES, REGISTRATION
Maintains all clearances and certifications in compliance with DHS state licensing and PFYMCA policies.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand for extended periods of time; walk; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently bend, stretch, and lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.
