Front Desk Coordinator

Position: Front Desk Coordinator

Status: Full-time (30 hours/week), Non-exempt

Salary: $15.00

Reports to: Director of Youth Programs

About YWCA Central Carolinas: YWCA Central Carolinas is on a mission to eliminate racism, empower women and promote peace, justice, freedom and dignity for all. Since 1902, YWCA has evolved to meet the needs of the surrounding community. Today, our programs include transitional housing, youth literacy programs, racial justice and advocacy work, and a co-ed fitness center.

YWCA’s co-ed gym offers group exercise classes, an indoor heated pool and cardio and fitness spaces for individuals of all fitness levels to focus on their goals. The fitness center serves as a portal into our mission and programs. 

Position Objectives: The Front Desk Coordinator provides exceptional customer service, promotes YWCA fitness programs and oversees operational consistency of the front desk area as well as performs general administrative duties related to the front desk. This role is non-supervisory but will include duties related to oversight, training, support and back up coverage for the front desk staff.

Delivers Excellent Customer Service

• Acts as a liaison between the YWCA and our fitness members, participants, visitors; handling questions and information requests.
• Is the primary contact for issues regarding the front desk. Works with the Director to escalate issues as needed to ensure issues are handled in a timely and satisfactory manner.
• Encourages member referrals, new memberships, continued membership and involvement with fitness center activities.
• Conducts tours with prospective members and point out highlights of each YWCA program.
• Creates signage to post for upcoming classes, specialty classes and events, as well as changes in schedules and closings due to maintenance and/or weather

Provides Support to Front Desk and Membership Coordinator

• Works with the Membership Coordinator to train front desk staff on fitness, housing and general administrative policies and procedures. 
• Supports front desk staff with membership records oversight and follows up on payments as needed.
• Serves as primary point of contact for front desk staff regarding any questions or clarifications on procedures and policy.  
• Maintains supply of membership marketing materials and all fitness center information.
• Oversees stocking of office and first aid supplies, items for sale, maintaining cash drawer, etc. to ensure the front desk staff have what they need during their shift.
• Ensures the lost and found is maintained.
• Ensures all material and procedural information is maintained and current. This includes the front desk communications binder. 
• Provides back up support for the Membership Coordinator, processing membership applications, renewals and cancellations as needed. 
• Provides back up support for front desk staff for breaks and other needs. Covers shifts as needed for schedule changes that cannot be covered by other staff. 
• Part of the front desk shift rotation for up to 10 regularly scheduled hours per week.
• Participates in external trainings on customer service, de-escalation, bullying, emergency response and other key topics and cross trains front desk staff on a regular basis.

Ensures Safety of all Guests, Members and Participants

• Ensures safety of all guests, members and participants.
• Enforces safety standards and facility operational rules for all individuals using the facilities.
• Understands emergency and evacuation protocol to ensure safety and security of building.
• Knows and can implement incident protocols if an accident or emergency should occur.

Education and Experience: High School Diploma or equivalent required.  Minimum of five years of customer service, front desk work experience required.  Excellent computer skills with ability to use, train and monitor computer data entry in applicable programs. An effective communicator with demonstrated written, presentation and facilitation skills. An AHA or Red Cross endorsed Adult/Child CPR, AED, First Aid certification is required and must be maintained while in this role.  

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long-term Disability Insurance
• Short-term Disability Insurance
• Flexible Spending Account/Health Savings Account
• Dependent Flexible Spending Account
• 9 Paid Holidays and 3 Floater Holidays
• 19 days of Paid Time Off (increases in accrual at 2, 5, 7 and 10 years of employment)
• Extended Sick Leave
• Family Leave
• Volunteer Time Off
• 403(b) Retirement
• YWCA Retirement Fund (7% contribution made on your behalf after 2 years of employment)
• Employee Assistance Program
• Free YWCA Fitness Center Employee Membership (discounted family membership available)

Physical Requirements: The physical requirements described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform their job. Required certifications for the position may have stricter physical requirements and when those conflict with the job description, YWCA will follow the requirements in the certification. 

While performing the duties of this job, the individual is regularly required to talk or hear. Specific vision abilities required by this job include close and distant vision needed for using a computer. Frequently required to remain stationary while working at a computer and perform repetitive motion tasks that may include the wrists, hands, and/or fingers. Must be able to operate standard office equipment and keyboard. Frequently required to stand, walk, bend, stoop, kneel, crouch, push, pull, reach with hands and arms. May occasionally need to lift and/or move up to 25 pounds. 

Other Information: Employment with YWCA Central Carolinas is contingent on successfully passing all of our pre-employment screenings, including but not limited to: a drug screening, reference checks, proof of certification (if applicable) and a background check. If applicable to the position, YWCA Central Carolinas employment may be contingent on a candidate meeting driver approval criterion as determined by motor vehicle record background check.

YWCA fully subscribes to the principles of equal employment opportunity and is committed to complying with all regulations under federal, state and local law. Recruiting and employment decisions are based on qualifications and capabilities to perform the essential functions of the job.

To apply, please go to our website: https://ywcacentralcarolinas.org/work-with-us/