Member Services Shift Supervisor

## Description

Job Purpose

• The Member Services Shift Supervisor at Merrimack Valley YMCA is responsible for overseeing the daily operations of the member services team during assigned shifts. This role ensures that all members and guests receive exceptional service and support, fostering a welcoming and inclusive environment. The Shift Supervisor will lead and motivate staff, manage administrative tasks, and address any issues that arise to maintain a high standard of service excellence.

Key Responsibilities

• Supervise and support the member services team during assigned shifts, ensuring efficient and effective service delivery.
• Provide training, guidance, and feedback to staff to enhance their customer service skills and performance.
• Address member inquiries, concerns, and complaints promptly and professionally, ensuring satisfactory resolutions.
• Monitor and maintain the cleanliness and organization of the member services area.
• Assist in scheduling staff and managing shift changes to ensure adequate coverage at all times.
• Collaborate with other departments to coordinate member events and activities, enhancing the overall member experience.
• Ensure compliance with YMCA policies and procedures, promoting a safe and respectful environment for all.
• Handle administrative tasks such as cash handling, reporting, and documentation accurately and efficiently.
• Support the implementation of membership retention strategies and initiatives.
• Act as a role model for staff by demonstrating a commitment to YMCA values and mission.

## Qualifications

Required Education

• High School Diploma or equivalent; Associate's or Bachelor's degree in Business Administration, Hospitality, or a related field is preferred.

Required Experience

• Minimum of 2 years of experience in a customer service or member services role, preferably within a community-focused or non-profit organization.
• At least 1 year of supervisory or team leadership experience, demonstrating the ability to manage and motivate a team effectively.

Required Skills and Abilities

• Strong leadership skills with the ability to guide, mentor, and develop team members to achieve high performance and service standards.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with members, staff, and external stakeholders.
• Proficient in using member management software and other relevant technology platforms; familiarity with YMCA-specific systems is a plus.
• Strong problem-solving skills with the ability to handle member inquiries and complaints in a professional and empathetic manner.
• Ability to work flexible hours, including evenings and weekends, to meet the needs of the YMCA and its members.
• Demonstrated commitment to providing outstanding member service and enhancing the member experience.
• Bilingual a plus.
• Ability to work collaboratively in a team environment as well as independently with minimal supervision.