Apply Job Type Full-time Description

POSITION SUMMARY:

This position is responsible for leading the Welcome Center and membership services staff on a day-to-day basis providing the highest quality of member and participant satisfaction. Duties still include those of a membership services staff person, (serving members and guests, maintaining member service control, answering the telephone, answering member questions, and performing various clerical duties) with additional supervisory tasks as follows.

ESSENTIAL FUNCTIONS:

Assist with the hiring, supervision and evaluation of Welcome Center and KidZone staff, including staff scheduling and bi-weekly timesheet review and approval.Train and onboard new staff to include overseeing completion of YUSA Leader Certification requirements. The Leader Certification is comprised of six learning experiences that can be completed in any order.YMCA of Southwest Florida New Employee Orientation within 30 days of hire (Includes Living Our Cause for Frontline Leaders workshop).*Introduction to the Y’s Cause and Culture (eLearning)Y’s Way to Service and Engagement (eLearning)I Hear You: Service with CARE (eLearning)Orientation to Diversity, Inclusion & Global (eLearning)

*Employees unable to attend may satisfy these criteria by attending both eLearnings on YLink-

New Employee Orientation and Living Our cause for Frontline LeadersImplement and report daily membership goals.Sales and renewalsLead TrackingEnsure new members are provided the opportunity to schedule a wellness orientation and participate in Point of Enrollment giving.Assist in implementing member engagement and appreciation events and projects.Assist in review of membership satisfaction survey and implementing response and improvement action plans as necessary.Implement member recovery strategies to retain members prior to termination.Assist in completing Quick Checks for Welcome Center, KidZone and Wellness Center as directed.Ensure staff certifications and trainings are current.Regularly scheduled meetings with supervisor to enhance the growth of the front deskCommunicate effectively with staff to ensure their needs are being metAttend Association Membership Cabinet meetings as scheduledServe as liaison between members and program leadersSupport scholarship application review and determinationUphold all staff safety requirements including cleaning protocols throughout the day and ensure adequate supply of cleaning and first aid supplies are always on hand.Meet and greet members (by name) and visitors in a positive and professional manner as a representative of the YMCA; conduct facility tours and ensure the security of the facility enforcing policy regarding visitors.Receipt money transactions and program sign-upsEnsure up to date branch program information is always available for Welcome Center staff.Handle and solve member complaintsMake Coffee, Keep Member Lounge area tidyAdditional duties as assigned by supervisor Requirements

QUALIFICATIONS:

Must be at least 18 years or olderSuccessfully complete State of Florida Criminal History Background Check requirements as well as meet the Association’s policies on background screeningOne to two years prior customer service experienceComputer experienceExcellent verbal and written communication skillsProfessional appearance and behaviorAble to prioritize and meet deadlinesAble to maintain confidentialityPositive attitudeMust be a self starter, with high energy and a positive attitudeAdhere to drug/alcohol/smoke free workplace policy

CERTIFICATIONS AND TRAINING REQUIREMENTS:

Some college experience preferredCPR and First Aid Certifications requiredCompletion of YMCA of the USA Child Abuse and Neglect classCompletion of the YMCA’s Blood Borne Pathogens trainingStaff Safety Requirements/Cleaning ProtocolsAdditional training classes as recommended by Supervisor Salary Description 14.00 to 19.00 per hour