Welcome Center Team Lead (North Austin)

Greater Austin YMCA•Austin, TX

About The Position

The Welcome Center Team Lead serves as a focal point for member and staff inquiries, providing a quality, welcoming experience. The role maintains accurate front desk procedures and policies and serves as a role model for other staff. It involves frequent interaction with members, staff, and the community to support retention and promote programs and services. The Team Lead works a flexible schedule that may include weekday mornings, evenings, and weekends.

Requirements

Must be at least 18 years of age.
High school degree or equivalent.
Customer service or sales experience.
Able to work a flexible schedule, including weekends.
Ability to work collaboratively and support a positive team environment.
Effective verbal and written communication skills, including adapting messaging to different audiences and ensuring understanding.
Ability to foster belonging and ensure people feel welcomed, respected, and included.
Customer-focused approach, anticipating needs and providing quality, member-centered service.
Ability to achieve results under challenging circumstances.
Ability to operate effectively amid uncertainty or unclear direction.

Nice To Haves

Bilingual skills, particularly in Spanish.

Responsibilities

Responsible for opening and closing operations.
Lead a member-focused culture and model relationship-building skills in all interactions.
Act as a shift supervisor.
Maintain data integrity of the membership database.
Verify membership status and assist members with renewals and changes.
Provide facility tours to prospective members.
Monitor the use of supplies, equipment, and facilities.
Reconcile end-of-shift money received through membership, merchandise, mini-camp, and program registration sales.
Maintain accurate front desk procedures and policies and serve as a role model to other staff.
Foster trust and respect, address conflict constructively and promptly, clarify expectations, hold team members accountable, cultivate peer accountability, and achieve strategic and operational goals.
Model the Y's mission, vision, and values with program participants, members, staff, and guests.
Represent the Y's work and culture by communicating the organization's story and brand.
Assist in training new Welcome Center staff.
Support logistics for Welcome Center staff meetings and training.
Complete other duties as assigned.