Member Services Coordinator NW

POSITION SUMMARY:

The Northwest Y is seeking an enthusiastic Member Service Coordinator. This role is responsible for delivering excellent service to all members, guests, and program participants while providing leadership to the Welcome Center. This individual will train new and existing staff to ensure our team has the knowledge to use the tools and resources required to provide excellent customer service to our members while managing the team schedule. This position will supervise part time staff to ensure the Northwest Y facility has exceptional operation and supervision coverage, day and night, both on weekdays and the weekend.

ESSENTIAL FUNCTIONS:

• Lead the staffing of Welcome Center operations including screening, hiring, employee coaching, and performance appraisals.
• Manage staff schedule; work or find coverage for vacant shifts as needed.
• Must be knowledgeable in all responsibilities of the Welcome Center in order to facilitate onboarding requirements and support the staff.
• In conjunction with the Southeast Membership Coordinator, train new staff on all pertinent systems.
• Serve as the point-of-contact and liaison to all program areas in the YMCA.
• Enhance the staff’s knowledge and understanding of YMCA programs and offerings and direct members’ questions to the appropriate department.
• Ensure the daily care of members and potential new members by providing direction, leadership, support, and timely feedback to them.
• Assist the Membership Director in development and implementation of member service strategies, systems, and resources.
• Train the Welcome Center staff on how to provide quality facility tours to new and prospective members.
• Enter data accurately, follow related procedures, and create ways to improve operational efficiencies using both Reclique Core and Excel.
• Confront inappropriate member behavior in an appropriate and professional manner.

WORK ENVIRONMENT:

• Regular hours will be 12:00-8:00pm with some flexibility. Candidate must be willing to work mornings and/or weekends when the schedule does not have coverage. There will be an expectation of 15-20 hours/week working front-line at the Welcome Center.
• Prolonged periods of sitting at a desk and working at a computer.
• Will be required to climb steps.
• Must be able to physically maneuver through the office and various Y facilities.
• Must be able to bend, lift, carry, reach/extend arms, or otherwise move in a constantly changing environment.

REQUIREMENTS:

• College degree preferred
• Previous supervisory or YMCA experience
• Primarily evening coverage with a weekend rotation
• Public relations skills, tact, and diplomacy
• Ability to resolve difficult membership issues or situations
• Ability to effectively communicate both written and verbally, with members and other staff
• Ability to respond professionally and effectively to frequent inquiries, complaints, and suggestions from both members and staff
• Strong computer skills and an aptitude to learn new technology
• This position requires on-site presence; remote work is not an option
• Ability to stand or sit for extended periods of time
• CPR/AED and First Aid training certification required within 30 days of employment
• Serve as a first responder in emergency situations and follow proper YMCA emergency protocol
• The ability to lift and move 30 pounds regularly to execute towel laundry needs