Member Experience Assistant

YMCA of Greater San Antonio Lacoste, TX 2019-06-26

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. Under the general guidance of the Director of Administration and the Solution Center, this position is responsible for electronic and telephonic engagement with members and participants & maintenance of member and participant accounts, including accounts receivable recovery, input of joins and registrations, and maintenance of accounts. The Solution Center maintains records in accordance with state, city, and YMCA standards and policies.


Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.


  • Provide high-quality telephone customer service to members and program participants or persons inquiring about YMCA membership and programs.
  • Provide information and assistance to branch and youth development staff.
  • Respond to and assign incoming chat and email inquiries from the website.
  • Assist in revenue recovery efforts by verifying accounts and updating member status.
  • Prepare daily, weekly, and monthly reports as assigned.
  • Enters data and makes adjustments to accounts as authorized.
  • Assist Solution Team with member engagement projects.
  • Ensure entry area is clean and presentable.
  • Responsible for opening and closing the Front Office area.
  • Reserve Support Center meeting space and maintain the meeting calendars.
  • Communicate closely with branch and youth development staff to be knowledgeable of any happenings and/or promotions and advise of trends garnered from communications with members.
  • Perform other duties as assigned by supervisor.


  • Functional Expertise
  • Communication & Influence


  • Must have a High School Diploma or GED.
  • One year of prior customer service experience preferred.
  • Bilingual in English and Spanish is preferred.
  • Must possess a positive demeanor to handle multi-tasking and problem solving.
  • Must have outstanding customer service skills.
  • Excellent written and verbal communication skills are required.
  • Employee must be proficient in Microsoft Office Suite software including Word and Excel. Must have experience with or obtain proficiency within 30 days of hire on ActiveNet software. Must be able to word process at 30wpm.
  • Certifications required within the first week of hire: Redwoods Bloodborne Pathogens, Hazardous Communications, and Defensive Driving.
  • Certifications required within the first 60 days of hire: YMCA approved basic life saving skills such as CPR, First Aid, AED, and Emergency Oxygen.
  • A Texas Driver’s license is required as well as capacity to drive to various locations within the greater San Antonio metropolitan area.


  • Work is performed in a fast-paced office environment.
  • Visual acuity is required for reading computer screens and/or documents and making changes as necessary/required.
  • This position requires analytical abilities and multitasking in order to identify problems and recommend solutions.
  • Job requires accuracy and attention to detail, organizational, and time management skills, while maintaining high levels of initiative in order to work within deadlines.
  • Incumbent must be able to use keyboards, telephone keypads, and writing utensils.
  • Uses best practices and demonstrates up-to-date knowledge and skills in technology.


  • Goal Completion: Inspired to perform well by the completion of tasks
  • Self-Starter: Inspired to perform without outside help
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