Are you passionate about providing exceptional customer service and creating a welcoming environment for members? The Greater Burlington YMCA is looking for a Member Engagement Shift Lead to help ensure consistency, efficiency, and a high level of service at the Membership Desk. This full-time role offers a unique opportunity to lead staff, oversee daily operations, and support key YMCA initiatives while directly engaging with members and program participants.
Why You'll Love This Job:
Make an Impact: Support and enhance the YMCA experience for members and guests.
Build Connections: Engage with members, staff, and program participants to create a welcoming and inclusive environment.
Grow Professionally: Gain leadership experience and develop key management and customer service skills.
Enjoy Y Benefits: Free Y membership, program discounts, and career development opportunities!
What You'll Do:
Lead & Support Staff: Ensure excellent customer service by training and mentoring Member Engagement Associates.
Oversee Front Desk Operations: Process member transactions, provide follow-ups, and maintain a high standard of service.
Support Hiring & Training: Assist with new employee onboarding and train staff in Daxko Operations, Group ExPro, and YMCA policies.
Monitor Facility Engagement: Ensure visibility throughout the facility, address member concerns, and support high-traffic times (3-6 PM).
Manage Scheduling & Staffing: Work with the Assistant Director of Member Engagement to create and maintain staff schedules.
Assist with Membership Programs: Support the Membership for All (MFA) Scholarship Program and manage Teen Wellness Orientations.
Maintain Operations & Policies: Track and report expiring discounts, supply needs, lost & found items, and incident reports.
Support YMCA Events: Assist during facility events by staffing the desk and overseeing gymnasium activities.
Demonstrate YMCA Core Values: Uphold the Y’s mission of Caring, Honesty, Respect, and Responsibility in all interactions.
What We’re Looking For:
At least two years of experience managing a point-of-sale system.
Strong background in customer service with a focus on creating positive experiences.
Proficiency in Microsoft Office, particularly Excel.
Experience using database systems (preferred).
Ability to develop policies and procedures to improve efficiency and customer satisfaction.
Excellent verbal and written communication skills.
Ability to work a fixed schedule (40 hours per week), with occasional flexibility to accommodate staffing needs.
Work Environment & Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
Navigate the workspace efficiently
Ability to interact with members for extended periods.