Member Services Team Lead

Auburnymca; City of Auburn (NY); On-site; USD 28,000 - 42,000; Full time

Job summary

Auburn YMCA is seeking a proactive Member Services Team Lead to support the front desk operations and member interactions. Under the direction of the Membership Director, you will help ensure smooth service delivery and accurate transaction processing.

You will manage memberships, payments, and inquiries, while training the team and maintaining a welcoming, organized environment for all members and guests.

Qualifications

• Education: High school diploma or equivalent; associate degree is a plus.
• Strong multitasking and prioritization abilities in a front-desk environment.
• Excellent communication and customer service skills with members and guests.
• Experience using Microsoft Word and Excel; comfortable with basic math.
• Team player with interpersonal skills and de-escalation experience.

Responsibilities

• Interact with members and assist participants at the YMCA.
• Control facility entrance and process day passes.
• Explain membership categories, payments, privileges and policies to members and guests.
• Train and support the Member Services team to ensure smooth operations.
• Process payments for memberships, registrations, and merchandise.
• Answer calls and address customer questions, directing as needed.
• Reconcile cash with transaction batches.
• Maintain desk, area, supplies, and resale merchandise.
• Support department operations and timely collection of dues.
• Assist in YMCA-wide events and other duties as assigned.

Skills

Communication

Customer service

Multitasking

Microsoft Word

Microsoft Excel

Interpersonal skills

De-escalation

Problem solving

Organization

Math basics

Self-directed work

Team player

Child interaction

Education

High school diploma or equivalent

Associate degree (a plus)

Tools

Microsoft Office

Job description

Description

General Functions

Under the direction of the Membership Director, the Member Services team lead is responsible for supporting the operation of the Member Services desk.

Responsibilities/Functions/Duties/Tasks

The essential functions of this position include but are not limited to the following:

• Effectively interacts with members and offers assistance to participants who enter the YMCA.
• Control facility entrance by effectively controlling building access by checking memberships and processing day passes.
• Accurately interprets YMCA membership categories, payment plans, privileges and policies to members, guests, general public and the Members Services staff. Responds to member concerns and directs them appropriately.
• Supports Membership Coordinator/Director in training and assuring smooth operation of Member services team.
• Sells and processes payments accurately for memberships, program registrations and merchandise to members and the general public.
• Answers incoming calls and customer questions and/or directs to appropriate parties.
• Reconciles cash on hand with transaction batch.
• Maintains Member Services Desk, area and supplies and manages merchandise for resale.
• Assists Membership Coordinator/ Director in operation of the department.
• Works with Member Services Team to assure timely collection of membership dues.
• Assists in implementing and overseeing YMCA wide events.
• All other duties as assigned.

Requirements

Education and Experience:

• High school diploma or equivalent; associate degree a plus.
• Ability to manage multiple priorities.
• Excellent communication and customer service skills.
• Knowledge and expertise using Microsoft office programs, especially Word and Excel.
• Strong team player with excellent interpersonal skills.
• Proven experience working with children, and demonstrated excellence in de-escalation skills when managing challenging behaviors.
• Excellent problem-solving skills.
• Able to be consistently vigilant with maintaining a clean, organized and professional environment for members.
• Comfortable with performing basic math calculations.
• Able to be self-directed in their daily workload, balancing friendly customer service with efficient and accurate task completion with minimal direction.