Member Services Manager

Sioux Falls YMCA•Sioux Falls, SD

25d

About The Position

The Member Services Manager leads the daily operations of the front desk and membership services, serving as the primary point of contact for members, guests, and internal staff. This role is responsible for delivering a high-quality member experience through efficient registration, communication, scheduling, and issue resolution while ensuring accurate records, timely reporting, and consistent follow-up on member accounts. The Member Services Manager plays a critical role in coordinating across departments, maintaining facility standards and visuals, supporting operational compliance, and keeping office systems organized and running smoothly. This position requires strong leadership at the desk, attention to detail, and the ability to manage multiple priorities in a fast-paced, member-focused environment.

Requirements

High school diploma required; associate’s or bachelor’s degree preferred
Previous experience in office management, administrative support, or customer service
Strong organizational, time-management, and multitasking skills
Excellent interpersonal, verbal, and written communication skills
Proficiency with office software, scheduling systems, and databases
Ability to work independently while supporting a team-based environment
Highly organized and dependable
Member-focused and service-oriented
Proactive, adaptable, and solutions-driven
Comfortable managing multiple priorities in a fast-paced setting

Responsibilities

Answer and direct incoming phone calls in a professional and timely manner
Manage voicemail, messages, and follow-ups
Schedule appointments, meetings, and facility use as needed
Greet members, guests, and vendors and assist with questions or requests
Serve as the primary point of contact for day-to-day inquiries at the front desk
Handle all new member registrations and onboarding
Maintain accurate member records and documentation
Connect new members with tier appropriate staff, i.e. personal trainers, class instructors
Assist with member concerns, questions, and basic issue resolution
Track, follow up on, and collect past-due member fees
Pull monthly, quarterly, and ad-hoc reports as requested
Support billing, data entry, and basic accounting-related tasks
Prepare and distribute internal communications and mailings
Maintain organized filing systems (digital and physical)
Maintain building visuals, signage, postings, and presentation standards
Update and track custodial and maintenance logs
Communicate facility issues, work orders, and follow-ups with staff and vendors
Support safety, cleanliness, and operational standards throughout the building
Order and manage membership supplies, equipment, and inventory
Coordinate phone system setup and basic troubleshooting
Ensure front desk and office areas remain organized and functional
Work closely with all departments to ensure accurate information flow
Direct members and guests to the appropriate staff or department
Support special events, programs, and organizational initiatives
Maintain confidentiality and professionalism at all times
Identify opportunities to improve office systems and workflows
Perform other duties as assigned to support organizational goals