Member Relations Evening Supervisor

The New Canaan YMCA is looking for an experienced and energetic customer service professional to supervise our Member Relations / Front Desk.  This position works afternoon/evening shifts - Tuesdays through Fridays 2pm - 9:30pm, and Saturdays 1pm until 7pm.

• As the “face” of the New Canaan YMCA, our Evening Front Desk Supervisor must maintain and foster a positive, friendly, and engaging environment, a neat appearance always, and an efficient customer service driven center.
• Be CPR and First Aid certified, or able to obtain within first 3 months 
• Experienced with customer de-escalation and rapport building. 
• Mastery of DAXKO, Perkville, Outlook and YMCA Nationwide software.
• Competency in Paycom (or other HR software) for assisting staff with any questions.
• Prior customer service and supervisory experience.

PHYSICAL DEMANDS

• While performing the duties of this job, frequently required to talk, hear, sit, stand, reach, and perform repetitive motions.
• Must have good peripheral vision and must have acute hearing while performing the duties of this job; the individual may occasionally be exposed to extreme noise.
• Occasionally will need to exert up to 20 pounds of force.

Under the direction of the Membership Director, the Evening Front Desk Supervisor is responsible for the maintenance of a member service program that focuses on superior member service, positive staff relationships, and the provision of a safe, smooth running Front Desk and Check-In Counter. 

PRINCIPLE ACTIVITIES

• Perform all Front Desk duties while on shift.
• Supervise Front Desk part-time staff:
• Participate in running staff meetings twice a year.
• Delegate miscellaneous tasks to Front Desk Staff as needed.
• Act as Communications Liaison with Directors, FD Staff, and immediate Supervisor.
• Act as building supervisor Help with setup and breakdown of events
• Coordinate with directors for seamless use of program spaces
• Be able to think on their feet to find solutions for possible conflicts
• Assist with maintenance tasks to the best of their ability. This could include resetting the steam room, resetting the boiler, de-icing the pathway, and other tasks as they arise.
• Distribute a weekly e-newsletter to front desk staff members to keep team abreast or any forthcoming changes and happenings.
• Assist the Membership Administrator with membership change transactions on an as needed basis.
• Conduct tours using “Listen First” as a guide.
• Help maintain a binder of Front Desk procedures.
• Help maintain locker rentals for members.
• flexibility to cover open shifts. 

This is a full-time benefits eligible position, including:

• Insurance - medical, dental, and vision insurance, long term disability insurance, life insurance
• Paid Time off - 9 paid holidays (including 3 floating holidays)
• 20 days of PTO annually
• Free Membership and discounted program rates
• Retirement savings - upon eligibility, the YMCA contributes the equivalency of 12% of gross earnings into Y Retirement
• .....and so much more!

EFFECT ON END RESULT

• This position ensures that the Welcome Center functions at maximum efficiency and courtesy to fully support the customer service objectives of the YMCA.
• A culture of superior membership service and positive, sustained member relations resulting in increased membership usage and high retention rates.
• The maintenance of a safe, normal facility operation that benefits YMCA members, guests, and the community.