Welcome Center Supervisor

YMCA of Metropolitan Detroit•Milford Charter Township, MI

17d

About The Position

The Welcome Center Supervisor supports all aspects of a high-quality YMCA user experience. The Welcome Center Supervisor will train, manage and schedule for the Member Experience Team. The Welcome Center Supervisor is responsible for providing assistance to YMCA members, prospective members and guests at all times exhibiting excellent communication and customer service skills upholding the member experience standards.

Requirements

A high school diploma, administrative and supervisory experience, and excellent communications skills required.
Must possess the ability to follow through on requests, meet deadlines, manage multiple priorities, and provide the highest level of customer service.
Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.
Ability to participate in all physical aspects of the position.
Ability to sit and stand from a seated position when interacting with members.

Responsibilities

Provide exceptional customer service at all times to members and staff.
Manage the interviewing, hiring, and training of Member Experience Team.
Support the management of the Member Experience Team’s schedule and ensure adequate staffing at all times, with assistance from the Associate Executive Director.
Track all inquiries, follow up calls, tours, sales and guest visits in prospect management systems as assigned.
Assist with all aspects of membership sales, terminations and exit interviews, including making new member and NSF phone calls.
Meet monthly sales goals.
Work nights, weekends and closeouts required.
Support the development and/or coordination of special events, presentations, seminars, and membership promotions within the community. Make sure event calendar is up to date with member engagement events.
Personally lead the member experience by working at the Welcome Center at least 20 hours/week.
Serve as back-up to the Business Office Manager and perform business office duties at other branches as needed.
Serve as an Shift Lead (4-hour shift) up to 3 times per week.