Member Service-Lead

Job Title: Member Service-Lead

Job Code: FLSA Status: Non-Exempt Job

Grade: Status: Full Time

Compensation: $16 - $19 Hourly

Department: Membership

Reports to: Finance/Human Resources Administrator

Revision Date: March 2024

POSITION SUMMARY:

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 front desk area.

ESSENTIAL FUNCTIONS:

1. Provides excellent service to members, guests, and program participants in the Y and on the phone contributing

to member retention.

2. Must perform all duties of the Welcome Desk Staff including but not limited to greeting and assisting members,

nonmembers and staff.

3. Builds relationships with members; helps members connect with one another and to the YMCA.

4. Assist existing and prospective members regarding their individual membership needs.

5. Provide membership and program information and requirements in an accurate and courteous manner.

6. Acts as membership contact to handle and resolve membership concerns and informs supervisor of issues and

unresolved issues.

7. Schedule facility reservations, provide rental equipment and sell YMCA merchandise.

8. Applies all YMCA policies dealing with member services

9. Utilizes current data base to support information management.

10. Oversees and assists in developing membership reports, facility usage reports, and program statistics.

11. Assists in recruiting, hiring, training and supporting front desk staff.

12. Assists in billing and maintaining corporate and discounted groups, as well as collection of receivables.

13. Generates third party billing reports.

14. Order and maintain front desk supplies.

15. Provide leadership for an effective tour and enrollment procedure.

16. Coordinate effective and up to date communication between program staff, other staff, and members.

17. Serve as a link between leadership and members by handling questions and interpretation of policies.

18. Responsible for data entry including but not limited to adding new members, posting payments.

19. Work with other department staff to ensure the programs and services are providing a quality member

experience.

20. Responsible for assisting with annual support campaign and articulating members to increase awareness and

participation.

21. Other tasks as assigned.

QUALIFICATIONS:

1. High School diploma or GED required

2. Certifications required within 30 days of hire: CPR/AED, and First Aid

3. Experience in a managerial position

4. Excellent interpersonal and problem solving skills

5. Ability to relate effectively to diverse groups of people from all social and economic segments of the community

6. Previous customer service, sales or related experience preferred

7. Strong working knowledge of computers including Word, Excel and Google Docs

8. Basic knowledge of Daxko Software preferred, not required

9. Must be able to work some nights and weekends

WORK ENVIRONMENT & PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to use a computer for extended periods

of time and be able to communicate using a computer and phone/smart device. 

The employee frequently is required to sit and reach, and must be able to move around the work environment

including going up and down steps. 

The employee must occasionally lift and/or move up to 20 pounds. 

Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. 

The noise level in the work environment is usually moderate.