Member Services Lead — Evening Desk

Kettle Moraine YMCA; West Bend (WI); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Life insurance

Short-term disability

Free family YMCA membership

Program discounts

Job summary

The Kettle Moraine YMCA in West Bend, WI is seeking a Welcome Desk Lead to manage daily operations at the Welcome Desk and guide staff to deliver exceptional member service.

Responsibilities include supervising Welcome Desk staff, coordinating scheduling, processing memberships and inquiries, and supporting retention efforts. The role requires strong customer service skills, supervisory experience, and cash handling competence; the schedule is Monday–Friday 1pm–9pm with weekend rotation.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 1-2 years of customer service experience.
• Previous supervisory experience preferred.
• Demonstrated skills in customer service, public relations, organizational skills, communications, and supervision.
• Self-motivated problem-solver and team player.
• CPR/AED (First Aid) certification preferred; required within 30 days of hire.
• Previous cash handling and reconciling shift transactions.
• Proficient computer skills and ability to learn new software easily.
• Valid driver’s license required.

Responsibilities

• Leads and trains Welcome Desk staff under supervisor direction; assists with hiring and training calendars.
• Assists in recruiting, hiring, and training Welcome Desk staff.
• Completes Welcome Desk schedule two weeks prior to the future month.
• Collaborates with supervisors and staff to ensure excellent member service and program participation.
• Models and enforces proper handling of member tours, membership applications, phone inquiries, referrals, guest passes, and program registrations.
• Evaluates Financial Assistance for new and renewing members monthly.
• Supports retention strategies as directed by the Membership Director.
• Uses the membership software system for tracking and follow-up procedures.
• Ensures cash balancing and accurate system reports; reports discrepancies to supervisor.
• Performs daily bank deposits and covers shifts as needed.

Skills

Customer service

Staff supervision

Cash handling

Communication

Teamwork

Problem-solving

Education

High School Diploma or equivalent

Tools

Computer skills

Job description

The Kettle Moraine YMCA in West Bend, WI is seeking a Welcome Desk Lead to manage daily operations at the Welcome Desk and guide staff to deliver exceptional member service.

Responsibilities include supervising Welcome Desk staff, coordinating scheduling, processing memberships and inquiries, and supporting retention efforts. The role requires strong customer service skills, supervisory experience, and cash handling competence; the schedule is Monday–Friday 1pm–9pm with weekend rotation.