Member Service Lead

West Seneca, NY, USA Req #11755
Friday, January 17, 2025

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:

  1. 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.
  1. 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.
  1. 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.
  1. 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.
  1. 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.
  1. 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.
  1. Collaboration:
  • Work closely with other staff and departments to ensure seamless operations and member satisfaction.
  • Support YMCA events and activities as needed.
  1. Training & Meetings: Attend training sessions and staff meetings to ensure professional development.
  2. 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