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About the Role

Under the direction of the Membership Director, the Member Services team lead is responsible for supporting the operation of the Member Services desk.

Responsibilities

• Effectively interacts with members and offers assistance to participants who enter the YMCA.
• Controls facility entrance by checking memberships and processing day passes.
• Interprets YMCA membership categories, payment plans, privileges and policies to members, guests, the general public, and Member Services staff.
• Responds to member concerns and directs them appropriately.
• Supports the Membership Coordinator/Director in training and assuring smooth operation of the Member Services team.
• Sells and processes payments accurately for memberships, program registrations, and merchandise.
• Answers incoming calls and customer questions, directing them to appropriate parties.
• Reconciles cash on hand with transaction batch.
• Maintains the Member Services Desk, area, and supplies, and manages merchandise for resale.
• Assists the Membership Coordinator/Director in the operation of the department.
• Works with the Member Services Team to assure timely collection of membership dues.
• Assists in implementing and overseeing YMCA-wide events.
• Performs other duties as assigned.

Requirements

• Ability to manage multiple priorities.
• Excellent communication and customer service skills.
• Knowledge and expertise using Microsoft Office programs, especially Word and Excel.
• Strong team player with excellent interpersonal skills.
• Proven experience working with children.
• Demonstrated excellence in de-escalation skills when managing challenging behaviors.
• Excellent problem-solving skills.
• Able to be consistently vigilant with maintaining a clean, organized, and professional environment for members.
• Comfortable with performing basic math calculations.
• Able to be self-directed in their daily workload, balancing friendly customer service with efficient and accurate task completion with minimal direction.

Skills

• Microsoft Office (Word, Excel)
• De-escalation
• Problem-solving
• Customer service
• Interpersonal skills
• Communication

Education Level

• High school diploma or equivalent
• Associate degree a plus