Welcome Desk Lead - West Washington

YMCA of West Bend•West Bend, WI

16h•$18 - $20•Onsite

About The Position

Under the direction of the Branch Director and the Membership Director, the Membership Lead is responsible for the day-to-day functioning of the Welcome Desk. This position provides guidance to Welcome Desk Staff to ensure consistent, superior service to maximize member enrollment and program participation.

Requirements

High School Diploma or equivalent.
Minimum of 1-2 years of customer service experience.
Demonstrated skills and experience in customer service, public relations, organizational skills, communications, and supervision
Self-motivated problem-solver and able to work as a team player.
Certification in CPR and AED (First Aid Certification also for Feith) preferred; required within 30 days of hire.
Previous experience in cash handling and reconciling shift transactions.
Proficient computer skills and the ability to learn new software easily.
Must possess a valid driver’s license.

Nice To Haves

Previous supervisory experience is preferred.
First Aid Certification

Responsibilities

Leads and trains Welcome Desk staff with direction from supervisor; assists supervisor with hiring and creating a clear training calendar for all new staff.
Assists in recruiting, hiring, and training process of Welcome Desk Staff.
Completes the Welcome Desk Schedule with a minimum of two weeks prior to future month starting.
Collaborates with supervisor, departmental directors and other branch staff to ensure consistent excellence in service through daily care of members, program participants, guests and volunteers.
Role models and holds Welcome Desk Staff accountable on proper management of prospective member tours, processing of membership applications, phone inquiries, referrals, guest passes, program registrations and membership terminations.
Evaluates Financial Assistance of new members and renewals of members monthly.
Assists in implementation of retention strategies as directed by the Membership Director.
Adheres to membership software system to ensure consistent prospect/member tracking and follow-up procedures.
Ensures cash balancing and appropriate system reports are completed by Welcome Desk Staff in a timely manner, reporting any discrepancies to supervisor.
Completes the daily bank deposit.
Under direction of supervisor, lead team to execute strategies to respond to member feedback; monitor and strengthen key drivers: member loyalty, cleanliness, friendliness.
Responsible for covering shifts as needed.
Assumes responsibilities, including, but not limited to, First Responder, conflict resolution, policy enforcement and opening & closing procedures.
Performs other duties as assigned.