The Role
Leads day-to-day Welcome Center and membership services operations, including staff supervision, scheduling, training, membership sales and renewals, member engagement, complaint resolution, facility tours, transactions, safety compliance, and scholarship support. Serves as a liaison between members and program leaders while maintaining high-quality member satisfaction and accurate program information.
Summary Generated by Built In
Description
POSITION SUMMARY:
This position is responsible for leading the Welcome Center and membership services staff on a day-to-day basis providing the highest quality of member and participant satisfaction. Duties still include those of a membership services staff person, (serving members and guests, maintaining member service control, answering the telephone, answering member questions, and performing various clerical duties) with additional supervisory tasks as follows.
ESSENTIAL FUNCTIONS:
- Assist with the hiring, supervision and evaluation of Welcome Center and KidZone staff, including staff scheduling and bi-weekly timesheet review and approval.
- Train and onboard new staff to include overseeing completion of YUSA Leader Certification requirements. The Leader Certification is comprised of six learning experiences that can be completed in any order.
- YMCA of Southwest Florida New Employee Orientation within 30 days of hire (Includes Living Our Cause for Frontline Leaders workshop).*
- Introduction to the Y’s Cause and Culture (eLearning)
- Y’s Way to Service and Engagement (eLearning)
- I Hear You: Service with CARE (eLearning)
- Orientation to Diversity, Inclusion & Global (eLearning)
*Employees unable to attend may satisfy these criteria by attending both eLearnings on YLink-
- New Employee Orientation and Living Our cause for Frontline Leaders
- Implement and report daily membership goals.
- Sales and renewals
- Lead Tracking
- Ensure new members are provided the opportunity to schedule a wellness orientation and participate in Point of Enrollment giving.
- Assist in implementing member engagement and appreciation events and projects.
- Assist in review of membership satisfaction survey and implementing response and improvement action plans as necessary.
- Implement member recovery strategies to retain members prior to termination.
- Assist in completing Quick Checks for Welcome Center, KidZone and Wellness Center as directed.
- Ensure staff certifications and trainings are current.
- Regularly scheduled meetings with supervisor to enhance the growth of the front desk
- Communicate effectively with staff to ensure their needs are being met
- Attend Association Membership Cabinet meetings as scheduled
- Serve as liaison between members and program leaders
- Support scholarship application review and determination
- Uphold all staff safety requirements including cleaning protocols throughout the day and ensure adequate supply of cleaning and first aid supplies are always on hand.
- Meet and greet members (by name) and visitors in a positive and professional manner as a representative of the YMCA; conduct facility tours and ensure the security of the facility enforcing policy regarding visitors.
- Receipt money transactions and program sign-ups
- Ensure up to date branch program information is always available for Welcome Center staff.
- Handle and solve member complaints
- Make Coffee, Keep Member Lounge area tidy
- Additional duties as assigned by supervisor
Requirements
QUALIFICATIONS:
- Must be at least 18 years or older
- Successfully complete State of Florida Criminal History Background Check requirements as well as meet the Association’s policies on background screening
- One to two years prior customer service experience
- Computer experience
- Excellent verbal and written communication skills
- Professional appearance and behavior
- Able to prioritize and meet deadlines
- Able to maintain confidentiality
- Positive attitude
- Must be a self starter, with high energy and a positive attitude
- Adhere to drug/alcohol/smoke free workplace policy
- Employment is contingent upon completing required Level 2 background screening through the Florida Care Provider Background Screening Clearinghouse. Details: https://info.flclearinghouse.com
CERTIFICATIONS AND TRAINING REQUIREMENTS:
- Some college experience preferred
- CPR and First Aid Certifications required
- Completion of YMCA of the USA Child Abuse and Neglect class
- Completion of the YMCA’s Blood Borne Pathogens training
- Staff Safety Requirements/Cleaning Protocols
- Additional training classes as recommended by Supervisor
Skills Required
- Must be at least 18 years old
- Successfully complete State of Florida Criminal History Background Check requirements and meet association background screening policies
- One to two years of prior customer service experience
- Computer experience
- Excellent verbal and written communication skills
- Professional appearance and behavior
- Ability to prioritize and meet deadlines
- Ability to maintain confidentiality
- Positive attitude and high energy
- Self-starter
- Adherence to drug, alcohol, and smoke-free workplace policy
- Complete Level 2 background screening through the Florida Care Provider Background Screening Clearinghouse
- Some college experience
- CPR and First Aid certifications
- Complete YMCA of the USA Child Abuse and Neglect class
- Complete YMCA Blood Borne Pathogens training
- Complete staff safety requirements and cleaning protocols training
- Complete additional training classes as recommended by the supervisor
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The Company
What We Do
The YMCA of Southwest Florida strengthens community through fitness, youth programs, aquatics, and family activities.
