Member Service Director

The Indian Land YMCA, opened in November 2020, is one of the flagship Ys for YMCA of Upper Palmetto.
Job Description


The YMCA of Upper Palmetto is a 12 branch, mid-size YMCA association that serves the upstate of South Carolina (York, Lancaster and Chester counties) just south of Charlotte, NC. The YMCAUP is seeking a Member Service Director for its Indian Land YMCA located less than 12 miles from Charlotte, NC. The Indian Land YMCA opened in November 2020 is one of the flagship Ys for YMCA of Upper Palmetto.

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area. 

  • Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
  • Interviews and/or tours prospective members: sells memberships.
  • Builds relationships with members; helps members connect with one another and to the YMCA.
  • Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
  • Control and maintain membership records.
  • Prepare monthly membership reports.
  • Greet all members and public with a smile
  • Responsible for on line receipting of memberships, program registration, etc.
  • Maintain and account for daily cash drawer; balancing the bank deposits, compiling and transmitting the monthly bank draft.
  • Answer phone calls promptly with courtesy and be able to answer information about membership and programs to members and program participants and/or direct calls appropriately.
  • Forward accurate information to members and potential members by means of phone, mail, fax, etc.
  • Basic housekeeping in the Front Office and other areas of the YMCA as needed.
  • Other duties as needed pertaining to member services or related areas.
  • Be enthusiastic while giving tour of the facility paying particular attention to the areas the potential member may be interested in and answer all questions they may have.
  • Control members entering the building making sure they access the facility properly.
  • If the shift requires opening and closing the YMCA follow procedures which may include: unlocking and locking all appropriate doors, counting the cash drawer; insuring that saunas are on, off and checking the facility for members in the building.
  • In the absence of a fitness staff member, the coordinator must insure that members are comfortable with the equipment and available for any assistance needed.
  • Hire, train, schedule and supervise all member services staff members and other staff as assigned.
  • Maintain accurate records on all employees, including certifications & trainings, and conduct scheduled performance reviews.
  • Work as a member of the staff team and interact with members, guests and other community leaders in a positive manner.
  • Assist in developing and leading special events.
  • Attend all staff training and meetings as required.
  • Help develop strategies to motivate staff and achieve goals.
  • Communicate YMCA policy to staff and members.
  • Conduct ongoing assessment of membership staff.
  • Other duties as required.
  • High School graduate or the equivalent.
  • Two years college or equivalent training /work experience.
  • Current certification in CPR/AED and First Aid.
  • Ability to maintain confidentiality.
  • Ability to relate to other employees, members and volunteers emphasizing cooperation and teamwork.
  • Strong public relations and interpersonal skills; excellent language/communication/organizational skills.
  • General clerical and computer skills.
  • Ability to control, balance and record financial transactions.
  • Strong ability to learn new software programs.
  • Have a positive attitude and desire to achieve the mission of the YMCA of Upper Palmetto.
  • Carrying, sitting, seeing, hearing, speaking, running, crouching, lifting (25 Lbs.), and walking.
Essential Functions

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

Cause-Driven Leadership Competencies

YMCA Competencies (Leader):

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Required Certifications