Service Desk Lead

POSITION SUMMARY:

Under the direction of the Membership Director, the Lead Shift Manager performs all necessary tasks related to the service desk responsibilities and will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA. The Lead Shift Manager is also responsible for assisting in all day-to-day functioning of the service desk. Also responsible for the overall supervision of the YMCA building and grounds in the absence of YMCA Directors and coordinators. The Lead Shift Manager also works with other Y management to promote the Y service in accordance with the Y mission.

ESSENTIAL FUNCTIONS:

1. Greet and assist all members, potential members, volunteers, and staff in a courteous, professional, and friendly manner. Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities. Strive to enrich their YMCA experience by introducing them to new programs, staff, members, and volunteer activities.
2. Answer the telephone, provide requested information, direct calls, and take accurate messages. Handle potential new member phone inquiries using YMCA best practices.
3. Provide membership interviews and facility tours as needed, explaining the YMCA mission, volunteer opportunities, campaigns, and financial assistance.
4. Provide membership information and requirements in an accurate and courteous manner. Assist existing and prospective members regarding their individual membership needs.
5. Follow proper procedures for all memberships, away members, and guests who come in to use the facility. Follow identification requirements and guest guidelines.
6. Respond to members' needs. Contact appropriate personnel when necessary. Handle complaints in a courteous manner. Effectively negotiate and resolve customer service problems. Use appropriate forms to communicate concerns or praise.
7. Schedule court reservations, provide rental equipment and sell YMCA merchandise. Maintain an accurate inventory and record of daily transactions.
8. Process new member ID cards, issue guest passes and register members for programs and services, as needed.
9. Assist in maintenance and laundry duties to include sweeping, mopping, vacuuming, and general cleanliness of service desk areas.
10. Maintain a working knowledge of the YMCA rules, policies, and emergency procedures and act as the control center during emergency situations.
11. Develop and keep up to date all internal communication that is related to service desk operations.
12. Train, develop, schedule, and direct personnel and volunteers as needed. Assists in developing strategies to motivate staff and achieve goals.
13. Serve as lead staff person for Service Desk staff and ensure consistent, superior service procedures to maximize member enrollment and program participation.
14. Supervise staff and volunteers and make sure that everyone follows safety standards and policies of the Y.
15. Assist other staff as needed and perform other duties as assigned.
16. In the absence of any other YMCA director or coordinator, the Lead Shift Manager will be:

• Responsible for all programs and facility operations of the branch.
  • Reviewing that all staff are at their assigned posts and reporting any discrepancies (e.g., scheduling conflicts) to the proper department head.
  • Serving as first point of contact for all concerns; following up with the proper department head.
  • Assisting and evaluating program areas and staff by completing Shift Manager reports on every shift.
• Responsible for the opening/closing of the branch facility, as well as monitoring security procedures and facility operations during the assigned shift.
  • Following prescribed opening and closing protocol.
  • Serving as primary responder to all security and fire alarms.
  • Serving as primary responder to all facility operation incidents.
  • Reviewing and submitting all “incident reports” filed during the shift.

YMCA COMPETENCIES:

Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives.  Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

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 tailor’s communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. 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

QUALIFICATIONS:

1. High school diploma preferred, but not required.
2. Minimum of 1 year customer service and supervisory experience preferred or equivalent combination of related education and experience.
3. Must be at least 18 years of age.
4. Excellent interpersonal and problem-solving skills.
5. Excellent personal computer skills and experience with standard business software.
6. Certifications required within 30 days of hire: CPR/AED, and First Aid.
7. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
8. This individual must familiarize themselves with YMCA rules and policies within 30 days of employment. Since this position is dealing directly with members, program participants, volunteers, and staff in a position of authority, above-average verbal communication skills are required.

WORK 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.