Associate Director of Member Services

Y Job Grade 6StatusFull Time, non-exempt, Tuesday-Saturday (may vary based on seasonal or business needs)Wage$21.00-24.50/hr or doeReports toDirector of Program and MemberServices Revision Date10/2025ProbationSubject to a 12-month introductory (probationary) periodPOSITION SUMMARYThe Associate Director is responsible for the management of the Welcome Center staff team, including the hiring, onboarding, training, scheduling and payroll with support from the Director of Program and Member Services. The Associate Director is responsible for all day-to-day operations of the Welcome Center and provides excellent customer service to all people in the YMCA and models the Y core values. The Associate Director assists the Director of Programs and Member Service in this front desk position, serves as primary point of contact for all information inquiries, and maintains secure use of facilities to members and guests. Provides accurate information regarding Y membership, programs, financial assistance and cause. Processes transactions involving program registration and receipting of registration fees, works on accounts receivable and collection transactions. Works to help train Welcome Center staff members, steps in when the Director is not available. Role models proper procedure and exemplary service. Communicates with Director on any staffing needs or concerns. The associate Director stays up to date and trains staff on membership software and databases. Acts as the manager on duty when the Director is out of the office. Hours are somewhat variable and may include occasional nights and weekends. The regular shifts for the Associate Director are set as Tuesday through Saturday but can vary based on business needs and peak business hours. Must be able to thrive in an environment with multiple activities occurring at once. Leads by example and sets conduct expectations for front line staff. Works independently with general supervision.ESSENTIAL FUNCTIONSProvides a quality experience for everyone who accesses or contacts the YTrain staff on proper procedure and quality member experienceManages the WC staff and schedule, finding coverage for shifts and filling in as necessaryMaintains regular front desk coverage and assists with additional duties during periods of high demandResolves member issues and or communicates issues to the directorCommunicates with Director regarding any staff and member concernsGreets and acts professionally toward all members, prospective members, program participants, staff and volunteers when entering the building and wishes them well when exiting the buildingLearns member's names and uses them frequently, establishes and maintains a working relationship with all members on a one-to-one basisIntroduces members to other members and staff, involves members in other YMCA activities and volunteer opportunitiesPromotes the YMCA mission and cause in all interactionsDiscusses and communicates all member issues with the Director and assists with member conduct meetings as needed.Sets expectations with staff on how to clearly communicate facility issues and emergencies looping in the Director and CEOIs able to step in when the Director is unavailableUses Listen First skills effectively giving member focused toursGives tours to prospective membersUpdates the YMCA Scheduling AppIs able to create and post signage for class and facility closuresIs able to enroll members of all types, set up payments, assist with membership changes, add units in Daxko, perform background checksMaintains online portal for membership change requests including upgrading/downgrading memberships, holds, and cancels.On a monthly basis, audits member accounts, membership types and locker rental programsIs able to perform more complex actions on member accounts, does upgrades/downgrades, schedules payments, adds fees and adjustments, merges and reactivates membershipsAccesses schedule information, enters program registrations, makes payments on accounts including discount adjustments, makes sales and uses of guest passes and gift cardsProvides financial assistance information, reviews financial assistance applications for completeness, sets up financial assistance memberships, and calls, notes and files approved and pending applications, creates childcare tax statements as needed.Can do close outs and drops, balances and reports daily monies of his/her shiftDoes insurance billingLeads Welcome Center team staff meetings with the support of the DirectorProvides program registration and information, provides membership information and enrolls new members, knows how to admit national and away membersPrepares and sends Accounts Receivable, and Collection Prevention and account balance correspondence as directedLeads training of Welcome Center staff with support of the DirectorAnswers and directs, transfers, parks phone calls and can use paging systemUse other computer programs in use by the Y, such as Playerspace and Facility Dude & Insurance portalsMaintains communication with members who have expiring billing methods, discount groups or age change restrictionsResponds to the concerns of members and others and directs to appropriate person when neededAttends staff meetings and trainings, as scheduledAssists other staff in emergencies and incident reportingCommunicate YMCA goals, program offerings and events to members, participants and potential membersCreates the work schedule and reports to work on time or finds an approved substitute, complete timesheet on a daily basis.Completes required child sexual abuse prevention training, comply with legal and ethical obligation as a mandatory reporter of suspected child abuse, and cooperate fully with any investigation of such abuseOffering support to other departments, programs or events as neededFollows Praesidium policies and holds staff accountablePerforms other duties as assignedQUALIFICATIONSPreferred - High school diploma or equivalent or combination of education and experienceRequired – Must complete Child Abuse Prevention training prior to starting and have or obtain CPR certification within first 60 days of employmentRequired – Successful experience in public relations, reception, sales or customer serviceRequired – Open, friendly personality with strong interpersonal skillsRequired – Basic math and computer skillsWORK ENVIRONMENT AND PHYSICAL DEMANDSMust be friendly and make all people feel welcome, working with various and different personalitiesMust be able to maintain confidentiality with a high degree of tact and discretion requiredMust be able to establish and maintain harmonious relationships with other staff members, leaders, volunteers, members, participants, parents and the general publicInterpret and enforce all safety and health regulations, have the visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergencyAbility to speak concisely and effectively communicate needs, communicate clearly with members and guests of all ages and company personnelVersatility, flexibility, and a willingness to work enthusiastically within constantly changing prioritiesAbility to exercise sound judgment and handle staff and member conflicts in a timely and professional mannerMust be able to occasionally work varied shifts dependent on events and staffing needsMust be able to work autonomously within the Y core values of Caring, Honesty, Respect and ResponsibilityMust be able to meet minimum requirements and perform functions of the position with or without reasonable accommodationAbility to attend all trainings and meetings as required even if scheduled outside normal working or regular scheduled hours.Present a clean, well-groomed appearance following departmental dresscodeAbility to walk, stand, and sit for periods of time, occasionally requires bending, leaning, kneeling.Exposure to communicable diseases and bodily fluids.Occasionally must be able to lift and carry supplies and equipment weighing up to 25 pounds, or up to 50 pounds with assistanceJ-18808-Ljbffr