Welcome Center Team Lead (Southwest)

Greater Austin YMCA; Austin (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

A community-focused organization in Austin is seeking a Membership Team Lead to oversee member interactions and ensure a high-quality experience. The ideal candidate will lead shift operations, maintain data integrity, and foster a positive team environment. Bilingual skills, especially in Spanish, are a plus. This position requires a flexible schedule including weekends. The role emphasizes member service, relationship building, and community engagement.

Qualifications

• Minimum of 18 years old with a high school degree or equivalent.
• Must have customer service or sales experience.
• Bilingual in Spanish is a plus.
• Flexible schedule is required.
• 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
• 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.

Responsibilities

• Lead operations by opening and closing facilities.
• Act as a shift supervisor to ensure quality member experience.
• Maintain integrity of membership database.
• Provide facility tours to prospective members.
• Train new welcome center staff.
• 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 with respect; addresses conflict; holds team members accountable; and drives results.
• 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 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.

Skills

Customer service or sales experience

Bilingual skills (especially Spanish)

Team Player

Effective communication

Customer focus

Results-driven

Ability to manage ambiguity

Customer focused

Drive results

Manage ambiguity

Education

High school degree or equivalent

Job description

As a Membership 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
• 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.