Full-Time Member Services Lead

Ymc; Edwardsville (IL); On-site; USD 19,286,000 - 27,552,000; Full time

Job summary

YMCA is seeking a Mobile/Front Desk Leader to drive exceptional member experiences at the Edwardsville facility. You will lead the front-line team, respond to member needs, and promote programs in alignment with the YMCA's mission.

As a cornerstone of the front desk, you will coach staff, model the values of caring, honesty, respect, and responsibility, and act as the director on duty when required. This role also supports Child Watch and program knowledge to ensure safety and engagement.

Qualifications

• Prior work experience in customer service is required.
• Strong interpersonal skills with a proven ability to engage and lead a team of employees.
• Employees must adhere to all policies and procedures related to consumer boundaries, high-risk activities, and supervision.
• Employees are required to complete abuse risk management training, report any suspicious or inappropriate behavior or policy violations, and comply with mandated abuse reporting requirements.
• Proficient in computer usage, highly organized, and adept at analytical tasks.
• Exceptional communication skills, both verbal and written, coupled with strong leadership and effective conflict-resolution abilities.
• Must demonstrate capability in working collaboratively with diverse groups of people.
• Ability to work independently as a self-starter, effectively managing multiple tasks with minimal supervision.
• YUSA Leader certification or the ability to obtain within 60 days of hire/promotion.
• CPR/AED Certification or the ability to obtain within 60 days of hire/promotion.

Responsibilities

• Provide exceptional service to members, guests, and program participants, both in-person and over the phone, contributing to member retention.
• Support the Director by coaching new team members, leading facility tours, and enhancing the member experience.
• Serve as a role model for program and membership staff and lead in the Director's absence.
• Act as the director on duty when leadership staff are unavailable.
• Assist in Child Watch while maintaining a nurturing, safe environment.
• Demonstrate expertise in YMCA program and event knowledge and membership policies.
• Handle member issues and communicate unresolved matters to Directors or staff.
• Maintain understanding of YMCA emergency procedures and act as leader during incidents.
• Perform all other duties as assigned.

Skills

Customer service

Team leadership

Communication

Conflict resolution

Organizational skills

Independent work

Staff development

Tools

Computer usage

Job description

Description

Position Summary:

Under the supervision of the Member Services Director, the Member Services Lead plays a key role primarily at the front desk, leading the front-line Member Services Team. They respond to the needs of members and guests, actively promote memberships and programs, and serve as a departmental representative when the Director is absent. The Member Services Lead is dedicated to delivering exceptional service to all members, guests, and program participants, embodying the YMCA's mission, goals, and objectives. Commitment to the YMCA's core values of caring, honesty, respect, and responsibility is essential for this role.

Our Culture:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to strengthen our community, beginning with you.

Essential Functions:

1. Provide exceptional service to members, guests, and program participants both in-person and over the phone, contributing significantly to member retention efforts.
2. Support the Director by contributing to staff development through coaching new team members, leading engaging facility tours, enhancing the overall member experience, and fostering a culture that reflects YMCA values and goals. Aid in administrative duties such as preparing reports and interpreting data.
3. Serve as a role model for all program and membership staff, exemplifying best practices, stepping into leadership responsibilities in the absence of the Director, and ensuring departmental productivity.
4. Act as the director on duty when leadership staff are unavailable.
5. Assist in Child Watch when needed by helping maintain a nurturing, safe, and supportive environment for children, while fostering a culture that reflects YMCA values and goals.”
6. Demonstrate expertise in YMCA program and event knowledge, as well as YMCA membership policies and procedures.
7. Handle member issues and concerns effectively, collaborating with other staff as needed, and communicate unresolved issues to appropriate Directors or Administrative Staff.
8. Maintain a thorough understanding of YMCA emergency procedures, including alarms, fire extinguishers, and other safety measures. Act as the leader and control center during emergency situations, ensuring proper incident reporting.
9. Perform all other duties as assigned.

Requirements

YMCA Cause-Driven Leadership® Competencies (Team Leader):

Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.
Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through team engagement. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications:

• Prior work experience in customer service is required.
• Strong interpersonal skills with a proven ability to engage and lead a team of employees.
• Employees must adhere to all policies and procedures related to consumer boundaries, high-risk activities, and supervision.
• Employees are required to complete abuse risk management training, report any suspicious or inappropriate behavior or policy violations, and comply with mandated abuse reporting requirements.
• Proficient in computer usage, highly organized, and adept at analytical tasks.
• Exceptional communication skills, both verbal and written, coupled with strong leadership and effective conflict-resolution abilities.
• Must demonstrate capability in working collaboratively with diverse groups of people.
• Ability to work independently as a self-starter, effectively managing multiple tasks with minimal supervision.
• YUSA Leader certification or the ability to obtain within 60 days of hire/promotion.
• CPR/AED Certification or the ability to obtain within 60 days of hire/promotion.

Physical Demands:

? The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform 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 stand, sit, and reach and must be able to move around the work environment.

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

? Specific vision abilities this job requires include close vision, distance vision, and the

ability to adjust.

? The noise level in the work environment is usually moderate.

? Must have visual and auditory ability to respond to critical incidents and the physical ability to respond swiftly in an emergency.

? Must be able to coordinate a variety of large and small tasks simultaneously and handle tension and stress in a positive manner