Member Services Lead

Whatcom Family YMCA•Bellingham, WA

13d•$22 - $23•Onsite

About The Position

Looking for a leadership opportunity where you can make a difference every day? At the Whatcom Family YMCA, we're more than a gym—we're a community dedicated to strengthening lives through youth development, healthy living, and social responsibility. We're looking for a positive, customer-focused Member Services Lead to help create an exceptional experience for every member, guest, and visitor who walks through our doors. If you're passionate about customer service, enjoy leading a team, and thrive in a fast-paced environment, we'd love to meet you! As the Member Services Lead, you'll partner with the Membership Director to oversee the daily operations of our Welcome Desk while serving as the shift leader during our afternoon and evening hours. You'll help ensure every interaction reflects the YMCA's welcoming culture and commitment to excellent service.

Requirements

Minimum of 2 years experience providing customer service.
Ability to model Y’s core values of respect, responsibility, caring and honesty.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Ability to perform under deadlines, multi-task; exhibit management and group leader skills within a team atmosphere.
Strong communication skills and provide positive customer service under stressful conditions.

Nice To Haves

Previous YMCA experience is a plus, but not required.
Experience with CRMs, Google Suite and cash handling procedures preferred.
Prior YMCA experience is preferred.

Responsibilities

Lead daily front desk operations during your assigned shift (1:00 PM–9:30 PM).
Support and mentor the Member Services team through coaching, training, and day-to-day leadership.
Deliver exceptional customer service while assisting members, guests, and program participants.
Resolve member concerns and handle escalated situations with professionalism and care.
Open and close the facility and respond to emergency situations when management is unavailable.
Provide accurate information about YMCA memberships, programs, events, and services.
Evaluate and approve membership and program financial assistance applications.
Ensure accuracy in cash handling, membership sales, reporting, and daily business operations.
Complete membership audits and administrative tasks.
Help communicate program updates, schedules, and organizational information to the Welcome Desk team.
Follow YMCA policies related to child abuse prevention, youth protection, and mandated reporting.