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About the Role
As a Welcome Center Team Lead, you will be the primary contact for member and staff inquiries, ensuring a high-quality experience for all. You will uphold front desk procedures and policies, serving as a role model for other staff. This role involves significant interaction with members, staff, and the community to foster a welcoming environment, support retention, and promote programs and services. Candidates should be energetic, committed to weekday mornings, evenings, and weekends, and possess a flexible schedule.
Responsibilities
- Responsible for opening and closing operations.
- Act as a leader of a member-focused culture, modeling relationship-building skills.
- Serve as a shift supervisor.
- Maintain data integrity of the membership database.
- Verify current membership status and assist members with renewals and changes.
- Provide tours of the facility to prospective members.
- Monitor the use of supplies, equipment, and facilities.
- Reconcile end-of-shift money received from sales.
- Maintain accuracy with front desk procedures and policies, serving as a role model.
- Foster a culture of trust, respect, and accountability.
- Lead the Y's mission, vision, and values by example.
- Act as an Ambassador of the Y's work and culture.
- Assist in training new welcome center staff.
- Support logistics for welcome center staff meetings and training.
- Complete all other duties as assigned.
Requirements
- Minimum of 18 years of age.
- High school degree or equivalent.
- Customer service or sales experience.
- Able to work a flexible schedule, including weekends.
- Ability to work collaboratively and support a positive team environment.
- Ability to clearly convey ideas, instructions, and information verbally and in writing.
- Ability to ensure everyone feels welcomed, respected, and included.
- Ability to anticipate needs and ensure quality, member-centered service.
- Ability to consistently achieve results, even under challenging circumstances.
- Ability to operate effectively in uncertain or unclear situations.
Skills
- Bilingual skills, particularly in Spanish, are a plus.
- Communication skills
- Teamwork
- Belonging fostering
- Customer focus
- Results-driven
- Ambiguity management
Education Level
- High school degree or equivalent