Member Service Lead

YMCA Buffalo Niagara • West Seneca, NY

8d

About The Position

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 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 supporting membership staff through training and leadership. This role also provides operational oversight and serves as manager-on-duty as scheduled.

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, 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.

What This Job Offers

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