What are the responsibilities and job description for the Weekend Membership Services Lead position at Montclair YMCA?
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POSITION SUMMARY:
This position supports the work of the YMCA, a leading non-profit charitable organization committed to strengthening community through youth development, healthy living and social responsibility. Under the direction of the Chief Operating Officer, the Weekend Membership Services Lead oversees front desk operations and ensures consistent, high-quality member service delivery.
OUR CULTURE:
At the YMCA of Montclair, we strive to be the Employer of Choice, provide World-Class Service, and be the Charity of Choice. Our goal is to be a place where employees are empowered and excited to come to work. All staff ensure that members experience customer centric, individual attention each and every day. We strive to be the preferred partner collaborating with others, identifying and meeting our community needs.
ESSENTIAL FUNCTIONS:
Front Desk Operations
- Assign positions and responsibilities to front desk staff at shift start
- Monitor check-in flow and adjust staffing to reduce wait times
- Ensure accurate use of membership systems and cash handling procedures
- Perform audits of daily transactions and documentation
Leadership & Coaching
- Train and mentor Membership Representatives
- Provide real-time coaching on customer service and conflict resolution
- Step in to manage high-pressure situations or difficult interactions
Sales & Engagement
- Promote membership, programs, and events
- Identify opportunities to improve member retention and satisfaction
- Ensure staff are knowledgeable about current offerings
Administrative Oversight
- Maintain accurate records and reporting logs
- Communicate important updates to the Weekend Manager
Risk & Compliance Responsibilities
- Adhere to policies related to boundaries with members, volunteers, staff, and participants.
- Attend required Abuse Risk Management training and adhere to procedures related to managing high-risk activities and supervising members and participants.
- Report suspicious or inappropriate behaviors and policy violations and follow mandated abuse reporting procedures.
- Ensure members, volunteers, and vendors are properly signed in and signed out; ensure only authorized employees, members, volunteers, and vendors are allowed in the facility.
LEADERSHIP COMPETENCIES:
- Collaboration
- Communication and Influence
- Critical Thinking and Decision-Making
- Community Engagement
QUALIFICATIONS:
- Minimum 2 or more years of experience required
- Must have a CPR/AED and First Aid Certification OR get certified within 90 days of employment
- Knowledge of and commitment to the mission of the YMCA and its capacity to build strong kids, families, and communities. The ability to articulate and model the YMCA’s four core values of Caring, Honesty, Respect and Responsibility are essential
- Flexibility to adjust in a changing environment
- Exceptional interpersonal, written and verbal communication skills
- Strong organizational, time management, attention to detail, problem-solving and analytical skills. Able to plan, organize, and implement projects and follow up as required
PREFERRED:
- Experience working in a nonprofit organization.
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Commitment to integrity, diplomacy, and best-in-class practices that align with YMCA values.
- While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
- Reliable transportation is required.
- Must be able to lift up to 50lbs.
COMPANY BENEFITS:
- YMCA Membership: Enjoy access to our YMCA facilities at no cost.
- 25% Discount on various YMCA Programs
- Employee Referral Bonus: Earn rewards for referring qualified candidates.
- Employee Discounts: Access exclusive discounts on various products and services.
- Paid Time Off (PTO): Eligibility after 90 days of employment.
HOURLY PAY RATE: $20.00
WORK SCHEDULE: Saturday and Sunday.
LOCATION: 131 Germantown Rd, West Milford, NJ 07480
Salary : $20