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At the Y, you'll discover a career with a future and the opportunity to make a lasting difference in the lives of those around you.
Job Description
The Southeast Y is seeking an enthusiastic Member Service Coordinator. This role is responsible for delivering excellent service to all members, guests, and program participants, while providing leadership to the Welcome Center. This individual will train new and existing staff to ensure our team has the knowledge to use the tools and resources required to provide excellent customer service to our members while managing the team schedule. This position will supervise part-time Welcome Center staff to ensure that the Southeast Y facility has evening and weekend operations and supervision coverage.
Qualifications
- College degree preferred.
- Previous supervisory or YMCA experience
- Primarily evening coverage with a weekend rotation
- Public relations skills, tact, and diplomacy
- Ability to resolve difficult membership issues or situations.
- Ability to effectively communicate both written and verbally, with members and other staff.
- Ability to respond professionally and effectively to frequent inquiries, complaints, and suggestions from both members and staff.
- Strong computer skills and an aptitude to learn new technology.
- Ability to stand or sit for extended periods of time.
- CPR/AED and First Aid training certification required within 30 days of employment.
- Serve as a first responder in emergency situations and follow proper YMCA emergency protocol.
- The ability to lift and move 30 pounds regularly to execute towel laundry needs.
Essential Functions
- Leads the staffing of Welcome Center operations including screening, hiring, employee coaching and performance appraisals.
- Manage staff schedule; work, or find coverage for vacant shifts as needed.
- Must be knowledgeable in all responsibilities of the Welcome Center in order to facilitate onboarding requirements and support the staff.
- In conjunction with the Northwest Membership Coordinator, train new staff on all pertinent systems.
- Serves as the point-of-contact and liaison to all program areas in the YMCA.
- Enhance the staff’s knowledge and understanding of YMCA programs and offerings and direct members’ questions to the appropriate department.
- Ensures the daily care of members and potential new members by providing direction, leadership, support, and timely feedback to them.
- Assist the membership director in development and implementation of member service strategies, systems and resources.
- Train the Welcome Center staff on how to provide quality facility tours to new and prospective members.
- Enters data accurately, follows related procedures, and creates ways to improve operational efficiencies using both Reclique Core and Excel.
- Confronts inappropriate member behavior in a tactful and professional manner.
- Reviews Welcome Center staff transactions for errors and mistakes to make corrections and ensure best practices.
- Executes administrative tasks as assigned by Membership Director
- Monitors and leads Welcome Center staff training, engagement, and development initiatives
Cause-Driven Leadership Competencies
The YMCA of Monroe County, founded on Christian principles, is a charitable organization with an inclusive environment committed to enriching the quality of family, spiritual, social, mental and physical well-being. Through group exercise classes, youth programs, swim lessons, adult health programs, and more, we aim to build a healthier Monroe County. Every day, we work side by side with our neighbors to make sure that everyone, regardless of age, income, or background, has the opportunity to learn, grow, and thrive.