Under the supervision of the Branch Services Manager and consistent with the Christian Mission of the YMCA, the Sales & Service Lead will be responsible for supporting the operation of the YMCA Camp Thunderbird Sales & Service Center, which includes processing of registrations, answering the phones, scheduling conference room and vehicles reservations; while providing excellent customer service for YMCA Camp Thunderbird customers and visitors.

PRINCIPLE RESPONSIBILITIES

1. Manage high volume of calls, assisting callers with online registration, registration questions, account questions, entering payments, request for transfers/add-ons, and Y Camp Life Portal assistance to ensure accuracy of information
2. Process applications in Personify including set up of new participant, processing financial transactions, and ensuring complete confidentiality of information
3. Maintenance and reconciliation of daily cash edit ensuring accuracy & confidentiality.
4. Assist in the development of new ideas and methodology to gain new participants in special events, summer camps and school year programs
5. Problem solve and handle complaints to ensure positive experience and retain and recover program participants
6. Provide outstanding customer service by greeting customers, answering phones, understanding their needs related to camp in order to recommend programs
7. Assist in providing timely and accurate reports to program directors and leadership staff team
8. Keep up to date on all programs and events going on at camp
9. Work productively with the team and take initiative to work with others toward common collaborative goals in all programs
10. Maintain Welcome Center folder/documents, S&S calendar and staff phone list
11. Manage vehicle and conference room calendars

YMCA COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and
perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

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.

EDUCATION & SKILL REQUIREMENTS:

• Two year college degree or equivalent experience (minimum of 4 years)
• Computer experience in the Microsoft Office suit.
• Proficient in or willingness to learn Personify Business Application software
• Current knowledge or ability to learn YMCA of Greater Charlotte software applications (ecommerce, Kronos, YLife, Y Camp Life);
• Ability to communicate effectively with customers and co-workers;
• Ability to balance and handle many functions and projects at one time;
• Detail oriented and extremely organized in daily work;
• Excellent customer service skills;
• Ability to make sound decisions in a fast-paced environment;
• Ability to handle and maintain confidential information;
• Ability to take initiative and manage work independently;
• Possess problem solving/conflict solving ability
• Ability to handle multiple priorities and demonstrate strong time management skills;
• Must be a team player;
• Strong written and oral communication skills;
• Current certifications in First Aid, CPR/AED, Safety First, Child Abuse Prevention or ability to obtain certifications within 30 days of employment.

PHYSICAL REQUIREMENTS:

• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Exposure to communicable diseases and bodily fluids.
• Must be able to lift and/or assist children up to 30 pounds in weight.
• Must be able to lift and carry supplies weighing up to 30 pounds.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position may require bending, leaning, kneeling, and walking.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.
• Ability to work irregular work hours, including evenings and weekends on occasion.
• Fluent in English, written and verbal communication.