Membership and Wellness Associate

Careers by Empowering Futures, Building Communities  

Imagine going to work each day knowing that your efforts positively impact individuals and communities. As a global movement and the nation’s leading nonprofit organization dedicated to strengthening communities through youth development, healthy living, and social responsibility, the YMCA of Greater San Francisco offers more than just a job—we offer a career with a future and the opportunity to make a lasting difference in your community. At the Y, you can uncover your passion and build a lifelong career addressing some of the nation’s most pressing social issues. 

Our Organizational Culture  

At the YMCA of Greater San Francisco, we are committed to demonstrating values that aim to building strong communities where you can Be, Belong and Become. With Truth & Courage, we strive to understand and act on individual and societal truths. We ensure a safe and inclusive environment with Authenticity & Accessibility, allowing everyone to participate according to their needs. Our approach is Dependable & Creative, as we respond to community needs through strong partnerships. Above all, we embody Dignity & Empathy, treating everyone with respect and compassion, and recognizing the inherent dignity in all individuals. 

Position Summary 

The Membership Associate is responsible for fostering an inclusive, welcoming, and meaningful YMCA member experience from the initial point of contact through daily interactions with current members. This role reflects the Y’s core values of caring, honesty, respect, and responsibility while implementing the Member Engagement Principles: welcoming, connecting, supporting, and inviting during all member and guest interactions. 

The Membership Associates assist YMCA members in accessing available resources, either virtually or in person at the branch. They are expected to maintain a comprehensive understanding of the facility, programs, and activities, ensuring they provide accurate information and responsive service. This role actively contributes to creating a safe, inclusive, and supportive environment for all members, guests, and staff, valuing and respecting diverse backgrounds and experiences. 

Job Responsibilities 

Member Engagement & Customer Service 

• Greet members and guests warmly, addressing their needs promptly and professionally. 
• Engage with members on the wellness floor and in the gymnasium to promote safety and foster a sense of belonging. 
• Conduct Cause-Driven Tours for prospective members, highlighting the YMCA’s benefits and community impact. 
• Encourage members to explore YMCA offerings, such as programs and services, to promote engagement and retention. 
• Communicate YMCA resources, schedules, and offerings, providing members with the tools to maximize their experience. 
• Model Cause-Driven Communication by demonstrating nurturing, genuine, determined, hopeful, and welcoming behaviors. 

Program & Facility Support 

• Provide orientations for youth members (ages 10-17) and adults, ensuring proper use of fitness equipment and understanding of safety guidelines. 
• Support group exercise classes by setting up and breaking down equipment as needed. 
• Schedule members for reservable wellness services such as orientations or group exercise classes. 
• Assist with facility cleaning during downtime to ensure a welcoming environment. 
• Maintain a clean, safe, and accessible wellness floor by monitoring fitness equipment, upholding safety standards, and ensuring cleanliness. 

Administrative & Operational Support 

• Assist with inquiries, account management, and program registrations. 
• Answer phone calls, respond to voicemails, and reply to emails professionally and in a timely manner. 
• Become proficient in YMCA systems, such as Traction Rec and Upace, to manage member data effectively. 

Membership & Financial Transactions 

• Manage transactions, including membership sales, financial assistance requests, holds, cancellations, refunds, and reactivations, following YMCA policies. 
• Collect membership and program payments, ensuring accurate financial transactions. 

Safety & Policy Compliance 

• Schedule members for reservable wellness services, including group exercise classes, ensuring accessibility and fairness in scheduling. 
• Support members by providing accurate and updated program and class information. 

Minimum Qualifications 

• High school diploma or equivalent is required. 
• 6+ months of experience in a customer service role. 
• Basic knowledge of health, nutrition, and/or fitness. 
• Proficiency in using computers, including familiarity with Office 365 applications. 
• Strong interpersonal skills, including excellent customer service and phone etiquette 

Preferred Qualifications 

• 6+ months of experience in wellness, fitness, or a related field. 
• Bilingual skills in Spanish, Cantonese, Mandarin, or other languages. 
• Certified Personal Trainer or Group Exercise Instructor certification is a plus. 
• Experience with Salesforce or similar customer relationship management (CRM) platforms. 

Work Environment & Physical Demands 

The Membership and Wellness Associate works in a dynamic and member-focused environment, requiring constant interaction with members, staff, and guests. This role involves multitasking and balancing priorities in a busy fitness facility to ensure a positive experience for all members. The associates are frequently on their feet, walking across the facility to engage with members, monitor the wellness floor, and uphold safety and cleanliness standards. 

The Membership and Wellness Associate is required to be physically active throughout the workday, with frequent standing, walking, and moving across the facility to engage with members and monitor the wellness floor. The role involves regularly lifting, setting up, and breaking down equipment, which may weigh up to 50 pounds, particularly for group exercise classes or during facility maintenance. The associate also needs to perform occasional bending, stooping, and reaching clean equipment, assist members, or adjust fitness resources. Additionally, the position requires prolonged periods of talking and listening to assist members, answer inquiries, and provide exceptional customer service. This role demands physical stamina and the ability to remain engaged in a fast-paced environment while ensuring safety and maintaining a clean, functional space for members. 

Disclaimers 

• Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check. 
• All duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA of Greater San Francisco promotes an equal employment opportunity workplace, which includes reasonable accommodation for otherwise qualified disabled applicants and employees. Please contact your manager if you have any questions about this policy or these job duties. 
• This job description may not be all-inclusive, and employees are expected to perform other duties as assigned by management. Job descriptions and duties may be modified by management as needed. 
• Job offers are conditional and contingent upon background clearance. Pursuant to the San Francisco Fair Chance Ordinance and CA Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment. 

Salary Description 

The Membership Associate position offers a compensation range of $18.67 – $22.00 per hour. This rate is based on salary benchmarking for similar roles and is aligned with grant fund approvals and requirements for the position.