Membership eGym Lead

Position Summary:

Deliver quality service to our diverse members, guests, and program participants. Respond to member and guest needs, promote memberships and programs, maintain cleanliness and organization of the Welcome Center and other areas of the facility. Provide direction for the Welcome Center and staff. May create staff schedules and provide department administrative support as needed.

This position includes membership shifts M/W/F from 4p-9p and Sundays 10a-2p. Primary focus is activating new members and promoting the use of eGym by all members.

Job Duties/Responsibilities:

• Model and provide quality service to members, guests, and program participants in the branch and on the phone, contributing to member engagement and retention
• Comprehensive knowledge of sales cycle (introduction/probing/close)
• Address and resolve membership concerns
• Apply all YMCA policies, practices and procedures ensuring a positive member experience
• Respond to emergency situations
• Hand out and launder towels; monitor the locker rooms and adhere to other safety guidelines
• Ensure proper implementation of Welcome Center procedures
• Train member engagement representatives to effectively and accurately use constituent software
  • Review, update, and relay branch information to staff
  • Coordinate with the business office as necessary on financial transactions
  • Perform other duties as assigned

Qualifications:

• Minimum age 18
• Experience using and onboarding members to eGym preferred
• Strong interpersonal and problem solving skills
• Ability to coach and lead staff
• Basic computer skills/knowledge required
• Fluency in second language desired

Y Culture:

• Build relationships with a diverse membership base in culturally responsive ways, connect members with one another and to the YMCA
• Exhibit Caring, Honesty, Respect and Responsibility
• Complete required training and certifications within established guidelines
• Arrive on time ready for shift, clock in/out within timekeeping system

Embrace Team Leader Core Competencies:

Mission Advancement:

• Models and teaches the Y’s values
• Ensures a high level of service with a commitment to improving lives
• Provides volunteers with orientation, training, development, and recognition
• Cultivates relationships to support fundraising

Collaboration:

• Champions inclusion activities, strategies, and initiatives
• Builds relationships to create small communities
• Empathetically listens and communicates for understanding when negotiating and dealing with conflict
• Effectively tailors communications to the appropriate audience
• Provides staff with feedback, coaching, guidance and support

Operational Effectiveness: 

• Provides others with frameworks for making decisions
• Conducts prototypes to support the launching of programs and activities
• Develops plans and manages best practices through engagement of team
• Effectively creates and manages budgets
• Holds staff accountable for high-quality results using a formal process to measure progress 

Personal Growth:

• Shares new insights
• Facilitates change; models adaptability and an awareness of the impact of change
• Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance 
• Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology

Physical and Mental Demands:  The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job.

Physical Demands:

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

Mental Demands:

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex problems; may use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with members, staff, volunteers, and others encountered in the course of work, some of whom may be dissatisfied individuals.

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Typically interaction with others is busy, constant and occasionally interruptive. Work may be demanding at times. May require ability to work irregular hours. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job descriptions represent a general outline of job duties, functions and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and therefore their description may not reflect the precise nature of the position at a given point in time.