Welcome Center Team Lead (North Austin)

Greater Austin YMCA; Austin (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Greater Austin YMCA is seeking a Welcome Center Team Lead to serve as the primary point of contact for members and staff, ensuring a welcoming, accurate front desk experience. You will oversee opening/closing, supervise shifts, and help drive member engagement through tours and renewals.

The role requires a high school diploma, customer service experience, and a flexible schedule including weekends. Strong communication and teamwork are essential to foster belonging and deliver results.

Qualifications

• Minimum 18 years of age with a high school degree or equivalent.
• Customer service or sales experience.
• Bilingual skills, particularly in Spanish, are a plus.
• Able to work a flexible schedule, including weekends.
• Team Player: Work collaboratively with others and support a positive team environment.
• Communicates Effectively: Clear verbal and written communication, adaptable to audiences.
• Fosters Belonging: Ensure everyone feels welcomed, respected, and included.
• Customer Focused: Anticipates needs and delivers quality service.
• Drive Results: Consistently achieve outcomes in challenging scenarios.
• Manage Ambiguity: Works well when directions are unclear.

Responsibilities

• Open and close operations.
• Lead a member-focused culture and model relationship-building.
• Act as shift supervisor.
• Maintain data integrity of the membership database.
• Verify membership status and assist renewals/changes.
• Provide tours of the facility to prospective members.
• Monitor supplies, equipment, and facilities.
• Reconcile end-of-shift money from memberships, merch, registrations.
• Maintain accuracy with front desk procedures and serve as a role model.
• Foster a respectful, accountable team environment and clear communication.
• Lead the Y's mission, vision, and values with participants and guests.
• Become an ambassador of the Y’s work and culture.
• Assist in training new welcome center staff.
• Support logistics for staff meetings and training.
• Completes all other duties as assigned.

Skills

Customer service

Bilingual (Spanish)

Team player

Effective communication

Belonging/inclusive service

Drive results

Manage ambiguity

Flexible schedule

Education

High school diploma

Job description

Why Your Role Matters

As a Welcome Center Team Lead, you will serve as the focal point for member and staff inquiries and provide a quality experience for all. You maintain the highest accuracy with front desk procedures, policies and serve as a role model to other staff. The role requires a high level of interaction with members, staff, and the community to create a welcoming environment, support retention efforts, and promote programs and services. We're seeking candidates who can bring energy and commitment to weekday mornings, evenings, and weekends, with a flexible schedule to help drive impactful results.

How You Will Make An Impact

• Responsible for opening and closing operations.
• The individual is a leader of a member-focused culture and model relationship-building skills in all interactions.
• Acts as a shift supervisor.
• Maintains data integrity of the membership database.
• Verifies current membership status and assists members with renewals and changes as needed.
• Provides tours of the facility to prospective members.
• Monitors the use of supplies, equipment, and facilities.
• Reconcile end-of-shift money received through the sale of membership, merchandise, mini-camp, and program registrations.
• Maintain the highest accuracy with front desk procedures, policies and serve as a role model to other staff.
• Fosters a culture that builds trust and treats all team members and colleagues with respect; constructively and immediately deals with conflict; gains commitment and provides clarity; holds team members accountable and cultivates peer accountability; and achieves results to meet strategic and operational goals.
• Lead the Y's mission, vision, and values with program participants, members, staff, and guests by example.
• Become an Ambassador of the Y's work and culture by being the ultimate storyteller of who we are as an organization and brand.
• Assist in training new welcome center staff.
• Supports logistics for welcome center staff meetings and training.
• Completes all other duties as assigned.

What You Bring To The Y

• Minimum of 18 years of age with a high school degree or equivalent.
• Customer service or sales experience.
• Bilingual skills, particularly in Spanish, are a plus.
• Able to work a flexible schedule, including weekends.
• Team Player: Work collaboratively with others and support a positive team environment.
• Communicates Effectively: Clearly convey ideas, instructions, and information in both verbal and written forms, adjusting messaging to suit different audiences and ensuring understanding.
• Fosters Belonging: Ensure everyone feels welcomed, respected, and included.
• Customer Focused: Anticipates needs and ensures quality, member-centered service.
• Drive Results: Consistently achieve results, even under challenging circumstances.
• Manage Ambiguity: Operate effectively, even when things are uncertain, or the way forward is unclear.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, talk and occasionally lift and/or move items including equipment, furniture and/or children. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.