Member Service Associate Lead (Front Desk Staff) - RiverChase YMCA

Partner with the branch management team to standard operation procedures (SOP’s) and all systems that support branch membership, program and marketing objectives.

Enter membership and program registration data into operating system.

Greet and engage with members and ensure all guests and program participants have been verified in national sex offender registry before entering branch.

Process all transactions with accuracy and perform daily shift close out.

Ensures established processes for touring and following up with membership inquiries are followed.

Be proficient in delivering a Cause Driven Tour as well as providing additional training for other team members.

Provide feedback and offer solutions regarding gaps in service and/or member concerns.

Respond to inquiries and problem solve via phone or in person using Listen First skills.

Effectively handle conflict and member complaints, with the support of the center Membership Director

Ensure Membership Service Associates are complying with membership policies, engaging with members and program participants and providing quality service in person and over the phone.

Assist Membership Services Director with training new staff.

Must work at Welcome Center to maintain in-depth working knowledge of YMCA systems, standard operating procedures (SOP) and program updates.

Performs all other duties as assigned.