Member Service Lead

YMCA Buffalo Niagara • West Seneca, NY

18d

About The Position

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 supporting membership staff through training and leadership. This role also provides operational oversight and serves as manager-on-duty as scheduled. GENERAL WORK SCHEDULE: Up to 20 hours per week. Variable work schedule which includes evenings and weekends. 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. Operational Oversight: Supervises facility operations on Sunday and Monday, and during manager on duty absences. Monitors and address operational issues, including cleanliness. Enforce YMCS policies and procedures consistently and fairly. Acts as the lead staff member during emergencies, ensuring proper response and communication protocols are followed. 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.

Requirements

• 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.

Responsibilities

• 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.
• Supervises facility operations on Sunday and Monday, and during manager on duty absences.
• Monitors and address operational issues, including cleanliness.
• Enforce YMCS policies and procedures consistently and fairly.
• Acts as the lead staff member during emergencies, ensuring proper response and communication protocols are followed.
• 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.
• 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.
• 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.
• 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.
• 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.
• Work closely with other staff and departments to ensure seamless operations and member satisfaction.
• Support YMCA events and activities as needed.
• Attend training sessions and staff meetings to ensure professional development.
• Perform other duties as assigned.

Benefits

• Complimentary YMCA Buffalo Niagara membership
• discounted program fees
• 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.
• paid sick leave
• leadership development opportunities
• training
• career advancement

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED