Welcome Center Lead

Young-Mens-Christian-Association-o; Pooler (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

YMCA Coastal Georgia, Inc. is seeking a Welcome Center Lead to manage the branch administration and delivery of outstanding member services. You will oversee the front desk, ensure accurate records, and support programs while upholding our Judeo-Christian values.

The role emphasizes leadership, retention initiatives, and smooth daily operations, including reporting and coordination with fundraising efforts as needed.

Qualifications

• Associate degree or equivalent required.
• Experience with customer service and supervision preferred.
• Proficient with MS Office (Word, Excel, Access).

Responsibilities

• Manage daily Welcome Center administration and member services.
• Supervise front desk staff to ensure quality service.
• Support member retention through regular check-ins and follow-ups.

Skills

Leadership

Customer service

Communication

Staff supervision

Problem solving

Education

Associate degree or equivalent

Tools

MS Word

MS Excel

MS Access

Job description

POSITION SUMMARY:The Welcome Center Lead is responsible for the daily operation of the administration office of the branch. Primary duties include maintaining all pertinent records and providing excellent customer service to members and program participants. In addition, every position in the YMCA of Coastal Georgia, Inc. is responsible for upholding the Judeo-Christian principles that are central to our mission by modeling behaviors that exemplify the four pillars of character - caring, honesty, respect, and responsibility.ESSENTIAL FUNCTIONS:Ensure timely and accurate membership services including new member entry, changes, terminations and posting of membership paymentsSupervise front desk staff to ensure quality customer serviceAssist in the overall retention and satisfaction of YMCA members through appropriate customer serviceMaintain a positive and cheerful attitude with staff, peers, and program participants.Responsible for weekly membership reportingProcess financial assistance applicationsIncrease member retention through regular check-in calls and follow-upVerify compliance with third party billing requirementsAssist in the overall retention and satisfaction of YMCA members through appropriate customer serviceAssist in the Annual Campaign fundraising program for the YMCAPerforms all other duties as assignedThis organization has zero tolerance for abuse and will not tolerate the mistreatment or abuse of consumers in its programs. Any mistreatment or abuse by an employee or volunteer will result in disciplinary action, up to and including termination of employment or volunteer service and cooperation with law enforcement. This organization takes every allegation of abuse or misconduct seriously and will fully cooperate with the authorities to investigate all cases of alleged abuse or misconduct. Employees and volunteers shall cooperate with any external investigation by outside authorities or internal investigation conducted by the organization or persons given investigative authority by the organization. An employee or volunteer’s failure to cooperate with an investigation will result in disciplinary action up to and including termination of employment or dismissal from the organization.SUPERVISORY RESPONSIBILITIESThis job requires leadership of other welcome center staff. Responsibilities may include training employees; planning, assigning, and directing work; monthly scheduling; and addressing complaints and resolving problems.QUALIFICATIONS/CERTIFICATIONS:Associate degree (A.A.) from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience is preferred.Sound working knowledge of standard accounting principles.Ability to use Microsoft Office tools including Word, Excel, and Access as well as good basic computer skills.Ability to develop and implement membership retention strategies and programs.Ability to foster positive relations with staff, peers, and program participants.Ability to supervise multiple staff.CPR and First Aid required within 30 days of employment.Must be able to pass a criminal background check and obtain authorization to work with children under the Georgia Department of Labor and YMCA guidelines.