Member Services Lead

Job Details: Job Location: Minot Family YMCA - Minot, ND, Position Type: Full-Time/Part-Time, Salary Range: $16.00 - $16.00Hourly, Prairie Grit and the YMCA are dedicated to strengthening community through wellness, connection, and access for all. The Member Services Lead plays a key leadership role in overseeing Front Desk, Training Center, and Child Watch operations while supporting the Director of Operations and Membership. This position ensures a high-quality, welcoming, and consistent experience for every member and guest while fostering a culture of hospitality, accountability, and professionalism.The Member Services Lead is responsible for leading Front Desk, Training Center, Child Watch staff, maintaining daily operational standards, and supporting member engagement and retention. This role works collaboratively with leadership and staff to ensure smooth daily operations and alignment with the organizations mission and values. This position carries additional leadership and operational responsibilities beyond standard Service Desk duties and is expected to serve as the primary point of support for staff and members during assigned shifts.Responsibilities will include:• Lead and oversee all Front Desk, Training Center, and Child Watch operations to ensure quality, consistency, and professionalism• Uphold and model the organization’s values, culture, and community-focused approach• Ensure compliance with organizational policies, procedures, and customer service standards• Provide leadership, guidance, and support to Front Desk, Training Center, and Child Watch staff• Train and onboard new employees• Monitor staff performance, attendance, and punctuality• Ensure all shifts are properly staffed and fill in when necessary• Foster a welcoming, inclusive, and positive environment for members and guests• Address member questions, concerns, and complaints in a timely and professional manner• Collaborate with leadership to support membership growth, engagement, and retention• Maintain clear communication with the Director of Operations and Membership regarding staff and operational needs•Serve as a visible leader and ambassador of the organization Act as the primary communication hub of the facility, connecting members, staff, and leadership by sharing information, addressing questions, and ensuring a seamless member experienceDuties:• Oversee Front Desk, Training Center, and Child Watch operations during assigned shifts, including evenings and weekends• Ensure staff are professional, in uniform, and following policies• Greet and engage members and guests with a friendly, professional attitude• Ensure accurate member check-ins and system use• Conduct tours for prospective members and guests• Maintain cleanliness and organization of the Front Desk, Training Center, Child Watch, and lobby areas• Ensure completion of shift duties including cleaning and restocking• Monitor phone etiquette and communication standards• Check in regularly with the Training Center and Child Watch and complete facility walk throughs with visual and verbal checks  Conducting regular walkthroughs of the Training Center and lobby areas • Assist with new member sign-ups and onboarding • Support promotions, events, and member engagement initiatives • Address staff issues promptly and communicate concerns to leadership • Enforce policies and procedures consistently Report maintenance or safety concerns promptly• Maintain accurate incident reports, attendance records, and operational communication logs Handling escalated member concerns, complaints, or incidents • Participate in staff meetings and trainings • Serve as a role model for professionalism, reliability, and positive attitude Providing direction, coaching, and real-time support to staff The work schedule will include a combination of daytime, evening, and weekend hours based on program and facility needs Success in this role includes focusing on the following key outcomes:• High-quality, consistent operations• Positive member and guest experience• Strong staff performance, accountability, and engagement• Clean, organized, and welcoming facility environment• Effective communication with leadership and team members• Timely resolution of member concerns and feedback• Consistent adherence to policies and procedures• Support of membership growth and retention efforts• Strong alignment with organization mission and cultureQualifications: Skills Required/Qualifications:Experience:• Previous customer service experience preferred• Prior leadership or supervisory experience preferred• Strong communication, interpersonal, and leadership skills• Ability to multitask and stay organized in a fast-paced environment• Reliable, punctual, and professional demeanor• Positive attitude with a team-oriented mindsetWORK 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 with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time. The employee frequently is required to sit and reach and must be able to move around the work environment. The employee is frequently required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance, stoop, kneel, crouch, or crawl, and talk and hear The employee must occasionally lift and/or move up to 30 pounds.   Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Acute hearing skills are required. The noise level in the work environment is usually moderate.