Lead Membership Services Representative/ Manager on Duty

The Lead Membership Service Representative / Manager on Duty (MOD) serves as the direct supervisor of the MSR staff and is responsible for the overall safety, security, and supervision of the YMCA facility during their shifts. The MOD ensures a positive experience for members, participants, and guests by delivering professional customer service, relationship building, and sales skills. This role includes managing staff schedules, handling emergencies, and ensuring adherence to YMCA policies and procedures. The MOD will embody the core values of caring, honesty, respect, and responsibility in all interactions and decisions. 

Leadership & Supervision:

• Recruit, hire, train, and supervise the MSR staff.
• Manage staff schedules, coordinate shift coverages, and be on call for emergencies.
• Provide leadership during shifts, ensuring smooth operations and handling any management-level concerns.
• Serve as the point of contact for MSR/Wellness staff regarding scheduling, cal-ins, and time-off requests.
• Evaluate MSR staff performance.
• Manage and over staff across all departments during shifts, ensuring effective communication and coordination.

Customer Service & Member Relations:

• Greet and assist members and guests, ensuring a welcoming and sage environment.
• Provide accurate information about YMCA program, membership, and events.
• Handle member inquiries, concerns, and complaints in a caring and professional manner.
• Conduct tours for prospective members, highlighting the benefits of YMCA membership.

Safety & Security:

• Ensure the safety and security of the facility by enforcing membership and building policies.
• Conduct periodic checks of all areas of the building, addressing safety or security concerns.
• Respond to emergencies and accidents, maintaining a calm and professional demeanor.

Administrative Duties:

• Process and reconcile monetary transactions, ensuring accuracy and completeness.
• Maintain accurate records of memberships, programs, and participant information.
• Manage the 90-day and no-sale tracker, ensuring all MSR staff fulfill their tracking responsibilities.

Other Responsibilities:

• Support the YMCA's mission and core values in all actions and decisions.
• Maintain a clean and safe facility, taking initiative to address any issues.
• Attend and remain current on all mandatory training and staff meetings.
• Perform other duties as assigned.

Education & Experience:

• Bachelor's degree in business administration or a related field preferred.
• Minimum of 2 years of staff supervision experience preferred.
• CPR/First Aid certification required.

Skills & Abilities:

• Strong communication, customer service, and problem-solving skills.
• Ability to actively listen and handle multiple tasks under limited supervision.
• Experience with computers and cash handling, with the ability to reconcile shift transactions.
• Strong conflict resolution skills and a positive, professional attitude.
• Commitment to the YMCA's mission and values.

• Employee discount
• YMCA retirement contribution once eligible