Community Service Center Manager

Job Description

Job Description

Description:

YWCA Mission Statement

YWCA Rock County is dedicated to eliminating racism, empowering women, and promoting peace, justice, freedom and dignity for all.

Job Summary

The Service Center Manager is the first point of contact for visitors and callers at YWCA Rock County providing vital

administrative support and a positive experience for everyone interacting with the agency. Reporting to the Development

Director, this position also schedules and coordinates facility vendor access to the center. They are responsible for the

day-to-day operations of the Service Center and helps ensure the facility is welcoming, safe, organized, and functional.

The position works collaboratively with staff across the organization to address operational needs.

Major Responsibilities

Customer Service & Front Desk Support

1. Provide warm, professional, and culturally sensitive customer service to all clients, visitors, staff, and vendors.
2. Determine the nature of visits and ensure timely connection with appropriate staff.
3. Answer and respond to inquiries and directs phone calls. Responds to inquiries in person, via phone, and through email, providing accurate information about the organization and its services.
4. Monitor building entry points and uphold organizational security protocols.
5. Greet and welcome visitors in a friendly and professional manner.  Manage visitor registration, including signing in guests and issuing visitor badges. Coordinate with other departments to facilitate visitor needs.
6. Maintain a clean and organized reception, general office and kitchen area.
7. Assist with scheduling appointments and meetings as required.
8. Support administrative tasks such as filing, data entry, and maintaining records.
9. Assist in organizing events and activities within the welcome center.
10. Caring Fund Coordination: process payments, donor recognition letters.

Vendor Management & Facility Coordination

1. Serve as the primary liaison with service vendors, including janitorial, copier, IT, and maintenance providers.
2. Track and schedule preventative maintenance and repairs; escalate urgent facility issues appropriately.
3. Monitor basic facility needs and support coordination—not oversight—of building services.

Organizational Participation

1. Maintain familiarity with YWCA Rock County’s mission, programs, and core values.
2. Attend and participate in staff meetings, trainings, and organizational events.
3. Ensure confidentiality and uphold professional standards when interacting with clients and staff.

YWCA is committed to recognizing and valuing diversity and strives to create a work place in which diversity is intentionally developed and celebrated. YWCA will not accept any intolerant or discriminatory behavior – especially that related to race, color, national origin, citizenship, religion, pregnancy, gender, sexual orientation, gender identity, disability, genetic information, military status, political belief or any additional characteristic protected by applicable law.  

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. Job descriptions represent a general outline of job responsibilities and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and, therefore, their descriptions may not reflect the precise nature of the position at a given point of time

Hours

40 hours per week, 8:00 A.M. - 4:30 PM, Monday - Friday

Compensation

NON-EXEMPT, 1.0 FTE. Hourly plus Full Time Benefits 

YWCA Rock Cause-Driven Leadership Competencies:

1. Community: Demonstrates a commitment to improving lives and securing futures with themselves and others. Effectively communicates the benefits and impact of YWCA efforts. Ensures community engagement. Ensures the voices of the community are heard.
2. Values: Models and teaches YWCA values. Reinforces YWCA values within the organization and the community. Incorporates values into the organization’s vision and strategies.
3. Diversity, Equity, Inclusion: Develops strategies to ensure staff and volunteers reflect the community. Champions inclusion activities, strategies and initiatives. Develops and implements intentional systems of DEI throughout the organization.
4. Relationships: Builds relationships to create community. Builds and nurtures strategic relationships to enhance support for the YWCA. Develops relationships with influential leaders to impact and strengthen the community.
5. Communication: Demonstrates active listening. Seeks to understand, asks questions. Communicates to obtain buy-in and support of YWCA goals. Communicates to engage and inspire people within and outside the YWCA
6. Developing Others: Provides others with feedback, coaching, guidance and support. Provides. tools and resources for the development of others. Ensures that a talent management system is in place and executed effectively.
7. Decision Making: Provides others with frameworks for making decisions. Integrates multiple thinking processes to make decisions. Possesses penetrating insight and strong strategic and critical thinking skills.
8. Innovation: Involves the community and seeks input in the development of policies, programs and activities. Invests resources in well-designed innovation initiatives.
9. Project Management: Develops plans and manages best practices through engagement of team. Ensures executions of plans. Creates a structure to deliver organization-wide results to achieve objectives.
10. Finance: Effectively creates and manages budgets. Develops and implements stewardship strategies.
11. Quality Results: Holds staff accountable or high- quality results using a formal process to measure progress. Assigns clear accountability and ensure continuous improvement. Determines benchmarks and ensure appropriate leadership to meet objectives.
12. Self-Development: Shares new insights. Fosters a learning environment embracing diverse abilities and approaches. Creates a learning organization.
13. Flexibility: Creates positivity in self and fosters it in others to support change. Partners to create positive change in the community.

• Two or more years of work experience and/or relevant educational background in event planning, fundraising, or administrative support for non-profit organizations.
• Strong writing and ability to handle multiple projects with varying timelines and priority levels.
• Experience with donor management (CRM) software and strong computer skills in Word, Excel, PowerPoint, and Outlook.
• Detail-oriented with good communication, problem solving, time management and organizational skills.
• Dependable and flexible. Ability to be productive in high-demand position.
• Team approach with staff, volunteers and community partners.
• Strong interpersonal and communication skills required.
• Experience working with culturally and economically diverse populations.
• Good judgement when making decisions. Able to make collaborative decisions for the good of the YWCA.

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. Job descriptions represent a general outline of job responsibilities and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and, therefore, their descriptions may not reflect the precise nature of the position at a given point of time