Overview

The Member Services Supervisor is responsible for executing day-to-day tactics and communication in support of member services operations. The Supervisor operates in accordance with the policies, procedures, and standards established by the YMCA of San Diego County, ensuring proper communication of YMCA cause-driven messages. 

For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)

Schedule

• Location: Magdalena Ecke Family YMCA
• 4 mornings per week and a weekend day (full-time position, 8 hour shifts)

Responsibilities

• Assist Membership Director in the hiring of all member services staff  

• Provide staff development through implementing training and onboarding procedures for part-time and full-time staff as it relates to customer service, membership and program registrations, and front desk operations  

• Provide continuous customer service trainings for all Member Services staff 

• Responsible for supervising all front desk systems and operations ensuring they are efficient and follow Association standards 

• Manager on Duty in the absence of Director level or other Leadership staff 

• Create a professional and effective work environment for member services employees by developing positive, professional relationships with staff 

• Ensure proper department communication processes so members, participants, and staff are provided with accurate facility program and membership information 

• Serve as initial point of contact for membership administration, exceptions, special requests, or issues 

• Handle and resolve member and participant complaints 

• Champion the member experience by overseeing strategy implementation, survey feedback reports
• Process program enrollment transfers and overrides in TREC when necessary

• The ability to observe program activities, enforce safety standards, and apply the appropriate policies and procedures 

• Must have visual, physical, and auditory ability to act swiftly in emergency situations 
• Other duties as assigned 

Qualifications

• 3+ years’ of experience in membership or customer service field 

• Supervision experience preferred 

• Sales experience preferred 

• Self-starter, detail-oriented, with good organizational skills 

• Strong working knowledge of data management required  

• Demonstrated ability to monitor budgets 

• Able to communicate clearly and positively, verbally and in writing 

• Must be flexible with work schedule 

• Requires excellent customer service skills with a friendly and positive attitude 

• Requires computer inputting, typing and other repetitive activities for extended periods of time 

• Demonstrated ability to meet goals, objectives and deadlines 

• Passionate commitment to the YMCA mission and communities we serve 

• Licensing, state law and our government funders require that staff within YMCA of San Diego County be fingerprinted, prior to reporting to work, and include subsequent arrest notifications
• CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations:
  • American Red Cross
  • American Heart Association
  • American Safety & Health Institute 

YMCA will consider qualified applicants with a criminal history pursuant to the San Diego County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the YMCA is concerned about conviction that is directly related to the job, you will be given the opportunity to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Ordinance by visiting the San Diego County Office of Labor Standards and Enforcement.

Pay Range