Member Services Team Lead

Job Description

Job Description

Description:

 

Full-Time Position with benefits

$17.50 to $19.00/hour

This is a vital role to be the face of the Auburn YMCA, an individual that will be the first to greet all members. The Member Services Team Lead will work with the Membership Director to ensure Auburn YMCS's membership services functions seamlessly. The Team Lead is responsible for supporting the operation of the Member Services desk, assisting members with their memberships, answering calls, processing payments, and registering guests. 

Responsibilities/Functions/Duties/Tasks

The essential functions of this position include but are not limited to the following:

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

Requirements:

Education and Experience:  

• High school diploma or equivalent; associate degree a plus.
• 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, and 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.