Member Services Lead

About the Organization
YWCA Minneapolis is a nonprofit organization founded in 1891 as a member of YWCA USA, the oldest and largest multicultural organization in the world.
The mission of YWCA Minneapolis is eliminating racism, empowering women and girls, and promoting peace, justice, freedom and dignity for all. Our vision is to be the most trusted and effective change agent in the journey to eliminate racism and sexism in our community.
We are a trusted social justice organization with a 130+ year history of advocacy for women and children. More than 30,000 people in our community are served every year by YWCA Minneapolis, through award-winning programs, classes, and workshops.
YWCA Minneapolis strives every day for:
• Race and gender equity
• Economic independence for women
• Respect for diverse cultures
• Children and youth who thrive
• A community that is vibrant and healthy
Category
Health & Wellness
Description
Salary - $18-$20
Shift - Monday- Friday 9 am-6pm - (Occasionally filling in for staff when needed)
JOB SUMMARY: Responsible for creating welcoming, supportive and inclusive member experiences by being engaging, interactive, knowledgeable and skilled in providing the outcome of member retention. The Lead positon also has the responsibility of assisting the Assistant General Manager (AGM) with the inventory of products sold at the front desk, statistical data organization, and the onboarding of new staff.
As the Member Services Lead you are responsible to provide leadership and direct training of member services staff. YWCA H&W is a relationship-based business which requires you to be proficient in building trust and rapport, supporting member needs, assisting members with the registration of services, and maintaining a positive, outgoing, friendly, caring and committed demeanor in all interactions to ensure member engagement and satisfaction.
ESSENTIAL FUNCTIONS:
Provide Leadership to Staff:

• Model excellent communication, teamwork skills, and the YWCA Mission though cross-departmental work.
• The Member Services Lead is expected to support the Membership Service staff by collaborating with AGM on assisting in the coverage of any open shifts throughout all shifts.
• Ensure all Member Service staff are up-to-date on front desk procedures
• Attend and contribute in department and cross-departmental meetings for staff.
• Provide direction to staff to ensure quality customer service, compliance with YWCA policies and procedures, and accountability for front desk logistics.
• Ensure department and staff has the resources needed to effectively and efficiently meet requirements of our customers.
• Cover MOD shifts when needed
• Provide leadership during shift to support building operations, including member conflict resolution, maintenance issues, and staff support.

Administration:

• Stay current and enforce YWCA organizational and departmental policies and procedures consistently and fairly.
• Inform Maintenance Engineer of any facility repairs needed in a timely manner.
• Assist in the monitoring of annual budget to achieve budgeted goals.
• Participate in Health & Wellness meetings and trainings.
• Stay current in all required certifications
• Provide weekly, monthly and quarterly reports on H&W operations that include stats on facility usage and member retention.
• Coordinate retail and snack shop inventory, which includes: supporting ordering, checking in inventory, counting inventory, maintaining a clean food storage and preparation area and communicating retail and snack shop data to supervisor in a timely manner.
• Manage the booking and registration of organization wide programming.
• Responsible for supporting, participating and/or assisting as needed for YWCA special events and/or programs which may include outside representation in public events.
• Maintain a current and functional filing system.
• Maintain and update info binder regarding all facility programming, issues, notices, or major events.

Member Satisfaction:

• Welcome and greet members, staff, and potential members as they come and go.
• Act as a key information person at first point of contact with incoming members and public.
• Answer phone calls following established etiquette and protocol.
• Model behavior that ensures delivery of YWCA brand standard customer service.
• Anticipate and proactively respond to members needs in a timely manner. Returns voice mails and emails to members as needed and within 24 hours.
• Provide customer service functions such as selling towels and parking, answering questions, etc.
• Provide direction to members about locations of classes and YWCA agency program services.
• Process series sales for private swim lessons, personal training, snack shop, etc.
• Process and register customers for classes, lessons, workshops, trainings, etc.
• Accountable for accuracy in computer, cash register and daily deposits.
• Respond quickly and professionally in an emergency situation.

RELATIONSHIPS:
This position reports to the AGM who reports to the General Manager. The incumbent will interact with all levels of the Health and Fitness Department. Critical relationships will include fellow Member Service team, Coordinator team, Managers on Duty, Aquatics team, sales team, and retail & food product venders.
Position Requirements
QUALIFICATIONS:
Required:

• Possess a minimum of One to two years of previous customer service experience
• Must have exceptional customer service skills and proven ability to work independently as well as in a team setting.
• Highly organized and detail oriented.
• Willing to take initiative and make sound decisions.
• Demonstrates courage to use good judgment in making decisions in absence of clear policy or procedure.
• Embraces change and works in a collaborative manner to meet ongoing, dynamic business needs resulting in achievement of goals.
• Must have excellent communication skills-written, to write reports, business correspondence, and procedure manual; verbal, to lead and facilitate staff meetings, interact with peers and staff in a professional manner.
• Strong relationship building and interpersonal skills in dealing with individuals inside and outside the organization.
• Ability to add, subtract, multiply, divide in all units of measure using whole numbers, common fractions and decimals.

PHYSICAL DEMANDS:

• Must be able to work on a computer for extended periods of time. Must be able to lift and carry up to 50 lbs.
• Regularly required to: stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• Noise level in the work environment can be loud.

Full-Time/Part-Time
Full-Time
Salary
$18.50-$20.00
Number of Openings
1
Exempt/Non-Exempt
Non-Exempt
Location
Midtown YWCA Minneapolis
EOE Statement
YWCA Minneapolis is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
HoursPerWk
None Specified
This position is currently accepting applications.