Member Services Team Lead

Job Description

Job Description

Description:

General Functions:

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

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.