Welcome Center Team Lead (Townlake)

Why Your Role Matters 

As a Welcome Center Team Lead, you will serve as the focal point for member and staff inquires and provide a quality experience for all. You maintain the highest accuracy with front desk procedures, polices and serve as a role model to other staff. The role requires a high level of interaction with members, staff, and the community to create a welcoming environment, support retention efforts, and promote programs and services. We're seeking candidates who can bring energy and commitment to weekday mornings, evenings, and weekends, with a flexible schedule to help drive impactful results. 

How You Will Make an Impact  

• Responsible for opening and closing operations. 

• The individual is a leader of a member-focused culture and model relationship-building skills in all interactions. 

• Acts as a shift supervisor. 

• Maintains data integrity of the membership database. 

• Verifies current membership status and assists members with renewals and changes as needed. 

• Provides tours of the facility to prospective members. 

• Monitors the use of supplies, equipment, and facilities. 

• Reconcile end-of-shift money received through the sale of membership, merchandise, mini-camp, and program registrations. 

• Maintain the highest accuracy with front desk procedures, policies and serve as a role model to other staff. 

• Fosters a culture that builds trust and treats all team members and colleagues with respect; constructively and immediately deals with conflict; gains commitment and provides clarity; holds team members accountable and cultivates peer accountability; and achieves results to meet strategic and operational goals. 

• Lead the Y's mission, vision, and values with program participants, members, staff, and guests by example. 

• Become an Ambassador of the Y's work and culture by being the ultimate storyteller of who we are as an organization and brand. 

• Assist in training new welcome center staff. 

• Supports logistics for welcome center staff meetings and training. 

• Completes all other duties as assigned. 

What You Bring to the Y 

• Minimum of 18 years of age with a high school degree or equivalent.  

• Customer service or sales experience.  

• Bilingual skills, particularly in Spanish, are a plus. 

• Able to work a flexible schedule, including weekends. 

• Team Player: Work collaboratively with others and support a positive team environment. 

• Communicates Effectively: Clearly convey ideas, instructions, and information in both verbal and written forms, adjusting messaging to suit different audiences and ensuring understanding. 

• Fosters Belonging: Ensure everyone feels welcomed, respected, and included. 

• Customer Focused: Anticipates needs and ensures quality, member-centered service. 

• Drive Results: Consistently achieve results, even under challenging circumstances. 

• Manage Ambiguity: Operate effectively, even when things are uncertain, or the way forward is unclear. 

Physical Requirements:   

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, talk and occasionally lift and/or move items including equipment, furniture and/or children. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.