Member Service Lead
YMCA Buffalo Niagara is looking for talented individuals with a passion for the YMCA mission and cause, an understanding of YMCA programs and services, and whose everyday priorities are a reflection of the core YMCA values of caring, honesty, respect, and responsibility.
YMCA Buffalo Niagara is an equal opportunity employer committed to valuing diversity and practicing inclusion.
POSITION SUMMARY:
The Member Service Lead is the face of YMCA Buffalo Niagara, responsible for delivering exceptional customer service to members, guests, and program participants. This position plays a key role in creating a welcoming and inclusive environment, supporting member engagement, and promoting the Y’s mission of strengthening the community.
GENERAL WORK SCHEDULE:
Up to 20 hours per week. Flexibility to work a variable schedule and availability to work weekends are required.
BENEFITS:
Complimentary YMCA Buffalo Niagara membership, discounted program fees, and an outstanding work environment. Employees are immediately eligible to enroll and contribute to the Y Retirement Fund’s 403B plan and will receive a 12% employer-paid Y Retirement contribution after eligibility requirements are met.
Other benefits include paid sick leave, leadership development opportunities, training, and career advancement.
ESSENTIAL FUNCTIONS:
- Member and Guest Engagement:
- Greet members, guests, and program participants in a friendly and professional manner.
- Provide accurate information about YMCA programs, services, schedules, and membership options.
- Address member inquiries, concerns, and feedback promptly and effectively.
- Lead by Example:
- Serve as a role model for all membership staff by demonstrating professional behavior, upholding Y values, and fostering a positive and inclusive environment.
- Address staff performance issues promptly and communicate any concerns to the supervisor.
- Staff Training & Development:
- Train and mentor all membership staff on department procedures, safety protocols, and job responsibilities, ensuring they are well-prepared to provide a high-quality experience for members and guests.
- Membership Sales and Retention:
- Assist prospective members with tours, membership sign-ups, and orientations.
- Promote membership benefits and programs to encourage participation and retention.
- Follow up with new members to ensure a positive onboarding experience.
- Administrative Support:
- Process membership applications, program registrations, and payments accurately.
- Maintain up-to-date and accurate records in the membership database.
- Generate and distribute membership cards and other materials as needed.
- Facility Control and Support:
- Maintains facility control by scanning member key tags, maintaining sign-in sheets and issuing equipment and/or keys.
- Monitor the lobby and other public areas to ensure a clean, safe, and welcoming environment.
- Enforce YMCA policies and guidelines consistently and respectfully.
- Respond to emergencies and implement safety protocols as required.
- Ensure the safety checklist is completed daily, thoroughly address safety concerns, and escalate issues to the supervisor as necessary.
- Collaboration:
- Work closely with other staff and departments to ensure seamless operations and member satisfaction.
- Support YMCA events and activities as needed.
- Training & Meetings: Attend training sessions and staff meetings to ensure professional development.
- Additional Responsibilities: Perform other duties as assigned.
QUALIFICATIONS:
- High school diploma or equivalent required; some college coursework preferred.
- Previous customer service experience is required, YMCA member service is preferred.
- Strong leadership and interpersonal skills. Able to communicate effectively.
- Strong interpersonal and communication skills.
- Proficiency with computers and basic office software; familiarity with membership management systems is a plus.
- Ability to handle multiple tasks and work in a fast-paced environment.
- Commitment to providing exceptional service and promoting the YMCA’s mission and values.
Other details
- Pay Type Hourly
- Hiring Rate $15.75
- Job Start Date Monday, February 17, 2025