Member Service Desk

Saginaw Family YMCA; Saginaw (MI); On-site; USD 16,531 - 22,041; Part time

Job summary

YMCA of Saginaw invites a proactive Y Concierge to manage the Welcome Desk, ensuring a high-quality, positive member experience. You will work with the Director of Operations toward annual goals and support membership growth through excellent service and program knowledge.

This role may require early morning hours, evenings, and weekends, and demands strong communication, teamwork, and adherence to YMCA practices and safety standards.

Qualifications

• Excellent verbal, written, and active listening communication skills.
• Ability to interact with people of diverse backgrounds, ages, and lifestyles.
• CPR certified; basic First Aid knowledge.
• Ability to supervise employees and manage performance.
• Detail-oriented with strong organizational and project-management skills.
• Comfort with computer software; Daxko experience a plus.

Responsibilities

• Have passion for the YMCA mission and live out core values in interactions.
• Provide outstanding customer service at all times and go above and beyond in member interactions.
• Represent the YMCA mission and foster positive member experiences.
• Participate in staff meetings to discuss service quality and improvement opportunities.
• Recognize and motivate staff to deliver excellent member experiences at the YMCA of Saginaw.
• Maintain membership paperwork and tours for prospective members.

Skills

Customer service

Communication

Active listening

Conflict resolution

Staff supervision

Attention to detail

CPR certification

First Aid knowledge

Daxko

Tools

Daxko

Job description

The Y Concierge radiates energy, positive attitude, and genuine desire to build connections with and between members and program participants in the YMCA of Saginaw. Driven to provide a high-quality, excellent experience for members and program participants, the Y Concierge sets an inspiring standard for all employees and lives out the YMCA of Saginaw mission, vision, and values.

Position in Corporate Structure:

The Y Concierges will report directly to the Director of Operations. The Concierge works collaboratively with all YMCA leadership staff to ensure excellent communication between membership, programs, and operations.

Position Summary:

The Concierge has responsibility for day-to-day functions of the Welcome Desk and drives a high quality, positive, relational member experience. Working with the Director of Operations, the Concierges works towards and is motivated by achieving annual goals, and are thoroughly trained for their tasks and in all relevant YMCA practices, policies, and safety measures. This position may require early morning hours, evening and weekend responsibilities.

Essential Functions/Primary Roles and Responsibilities

• Have passion and excitement for the YMCA mission, believe in and live out the core values, and enjoy your work! (100%)
• Provides outstanding customer service at all times. Takes steps to go above and beyond in customer and staff interactions.
• Lives out the YMCA mission, vision, and values, and ensures staff also demonstrates these qualities.
• Participates in regular staff meetings to address quality of membership interactions and services, as well as opportunities for improvement, as requested.
• Regularly recognizes and motivates employees to provide the best possible experience to members and program participants of the YMCA of Saginaw.
• Stocks all needed membership paperwork, tour cards, etc. for member and business office needs.
• Provides in depth tour of facility to prospective members.
• High competency in and comfort with a variety of computer software programs; experience in Daxko a plus.
• Assists in assigned departmental cleaning tasks.
• Supports membership annual goals; supports membership growth, retention, and engagement strategies as directed by the Membership and Marketing Director.
• Assists with the Annual Campaign as assigned.
• Other duties as assigned.

Demonstrates proficiency in all competencies necessary as defined by the YMCA of the USA Leadership Competency Development Guide.

Qualifications

Essential Requirements/Qualifications:

• Ability to interact with people of all ethnic backgrounds, ages, and lifestyles.
• Excellent verbal, written, and active listening communication skills.
• Ability to manage confrontational situations in a positive and solution-finding framework.
• Ability to supervise employees and manage performance.
• Attention to detail, and ability to both manage projects and meet project deadlines.
• CPR certified.
• Basic First Aid knowledge.

ADA Requirements:

Working in a recreational facility setting requires sitting, standing, and walking. Position requires lifting up to 50 pounds, reaching above the shoulders, bending at the waist, climbing stairs, squatting, kneeling, and crawling depending on activities scheduled. Individuals must be able to grasp office supplies and equipment, communicate clearly via phone, email, and in person, and be able to work in a climate-controlled environment including fluorescent lighting and air conditioning.

The previous statements are intended to describe the general nature and level of work being performed by an employee. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required. The YMCA of Saginaw is an at-will Equal Employment Opportunity (EEO) employer.