Full-Time Member Services Lead

Description

Position Summary:
Under the supervision of the Member Services Director, the Member Services Lead plays a key role primarily at the front desk, leading the front-line Member Services Team. They respond to the needs of members and guests, actively promote memberships and programs, and serve as a departmental representative when the Director is absent. The Member Services Lead is dedicated to delivering exceptional service to all members, guests, and program participants, embodying the YMCA's mission, goals, and objectives. Commitment to the YMCA's core values of caring, honesty, respect, and responsibility is essential for this role.

Our Culture:
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 strengthen our community, beginning with you.

Essential Functions:

1. Provide exceptional service to members, guests, and program participants both in-person and over the phone, contributing significantly to member retention efforts.
2. Support the Director by contributing to staff development through coaching new team members, leading engaging facility tours, enhancing the overall member experience, and fostering a culture that reflects YMCA values and goals. Aid in administrative duties such as preparing reports and interpreting data.
3. Serve as a role model for all program and membership staff, exemplifying best practices, stepping into leadership responsibilities in the absence of the Director, and ensuring departmental productivity. 
4. Act as the director on duty when leadership staff are unavailable.
5. Assist in Child Watch when needed by helping maintain a nurturing, safe, and supportive environment for children, while fostering a culture that reflects YMCA values and goals.”
6. Demonstrate expertise in YMCA program and event knowledge, as well as YMCA membership policies and procedures.
7. Handle member issues and concerns effectively, collaborating with other staff as needed, and communicate unresolved issues to appropriate Directors or Administrative Staff.
8. Maintain a thorough understanding of YMCA emergency procedures, including alarms, fire extinguishers, and other safety measures. Act as the leader and control center during emergency situations, ensuring proper incident reporting.
9. Perform all other duties as assigned.

Requirements

YMCA Cause-Driven Leadership® Competencies (Team Leader):

Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support. 

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through team engagement. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. 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.

Qualifications:

• Prior work experience in customer service is required.
• Strong interpersonal skills with a proven ability to engage and lead a team of employees.
• Employees must adhere to all policies and procedures related to consumer boundaries, high-risk activities, and supervision. 
• Employees are required to complete abuse risk m