Member Service Associate Lead (Front Desk Staff) - O'Fallon IL YMCA (Administrative)

The Gateway Region YMCA is one of the leading nonprofit charitable organizations in the St. Louis metropolitan region, with a focus on nurturing the potential of every child and teen, improving health and well being, and supporting and serving our neighbors. For more than 170 years, the Y's mission has been to put Christian principles into practice through programs designed to build healthy spirits, minds and bodies for all. We do that by being the center of communities, serving more than 260,000 individuals annually through our 24 traditional branches located in St. Louis City, seven Missouri counties and six Illinois counties, as well as YMCA Trout Lodge and YMCA Camp Lakewood, the YMCA Community Development Branch, and our Washington University Campus Y Branch. We aspire to be a safe place by promoting belonging for all. We are a growing and exciting organization where you can flourish, and we would love for you to join us!

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.

The YMCA Welcomes a Diverse Workforce
Equal Opportunity Employer M/F/D/V
The Gateway Region YMCA strictly follows a zero tolerance policy regarding child abuse.