Welcome Desk Lead - West Washington

Status: Full-time 

Location: 1111 W. Washington St. West Bend, WI 53095

Wage: $18-$20 per hour

Hours: Monday-Friday 1pm-9pm with a weekend rotation

Benefit Package Including: Health, Dental, and Vision Insurance; 12% Paid Retirement; Paid Time Off; Company Paid Life Insurance, Short-term Disability, Free Family Y Membership; Program Discounts including Child Care, School Age Care, and Day Camp

Under the direction of the Branch Director and the Membership Director, the Membership Lead is responsible for the day-to-day functioning of the Welcome Desk.  This position provides guidance to Welcome Desk Staff to ensure consistent, superior service to maximize member enrollment and program participation.

ESSENTIAL FUNCTIONS:

1. Leads and trains Welcome Desk staff with direction from supervisor; assists supervisor with hiring and creating a clear training calendar for all new staff.
2. Assists in recruiting, hiring, and training process of Welcome Desk Staff.
3. Completes the Welcome Desk Schedule with a minimum of two weeks prior to future month starting.
4. Collaborates with supervisor, departmental directors and other branch staff to ensure consistent excellence in service through daily care of members, program participants, guests and volunteers.
5. Role models and holds Welcome Desk Staff accountable on proper management of prospective member tours, processing of membership applications, phone inquiries, referrals, guest passes, program registrations and membership terminations.
6. Evaluates Financial Assistance of new members and renewals of members monthly.
7. Assists in implementation of retention strategies as directed by the Membership Director.
8. Adheres to membership software system to ensure consistent prospect/member tracking and follow-up procedures.
9. Ensures cash balancing and appropriate system reports are completed by Welcome Desk Staff in a timely manner, reporting any discrepancies to supervisor.
10. Completes the daily bank deposit.
11. Under direction of supervisor, lead team to execute strategies to respond to member feedback; monitor and strengthen key drivers: member loyalty, cleanliness, friendliness.
12. Responsible for covering shifts as needed.
13. Assumes responsibilities, including, but not limited to, First Responder, conflict resolution, policy enforcement and opening & closing procedures.
14. Performs other duties as assigned.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work, and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

1. High School Diploma or equivalent.
2. Minimum of 1-2 years of customer service experience.
3. Previous supervisory experience is preferred.
4. Demonstrated skills and experience in customer service, public relations, organizational skills, communications, and supervision
5. Self-motivated problem-solver and able to work as a team player.
6. Certification in CPR and AED (First Aid Certification also for Feith) preferred; required within 30 days of hire.
7. Previous experience in cash handling and reconciling shift transactions.
8. Proficient computer skills and the ability to learn new software easily.
9. Must possess a valid driver’s license.

CERTIFICATIONS:

1. Bloodborne Pathogens/Child Abuse Prevention every year

WORK ENVIRONMENT & PHYSICAL DEMANDS:

1. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
2. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
3. The employee is frequently required to sit and reach and must be able to move around the work environment.
4. The employee must occasionally lift and/or move up to 10 pounds.
5. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
6. The noise level in the work environment is usually moderate.

EQUAL OPPORTUNITY EMPLOYER: THE YMCA WELCOMES A DIVERSE WORKFORCE

The Y: We’re for youth development, healthy living and social responsibility