Member Services Lead: Front Desk Leader & Team Coach

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

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.