Welcome Center Agent

About the role

As part of the Membership Service Team, the Membership Welcome Center Agent delivers professional customer service, relationship building, and sales skills to create a welcoming environment at the YMCA. The role provides in-depth information about the YMCA, including memberships, programs, activities, and special events, and assists with attracting and retaining members through monetary transactions and information processing.

The incumbent exhibits the YMCA’s core values of caring, honesty, respect, and responsibility in all aspects of their work.

Responsibilities

Interpersonal Duties

• Perform and provide excellent customer service by exceeding member expectations.
• Consistently greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
• Engage in active listening with members and program participants to build relationships, understand individual goals and interests, and ensure a positive experience.
• Answer phones, direct calls, and provide accurate information about membership and programs.
• Familiarize yourself with and model the YMCA’s mission statement and core values in all interactions.
• Maintain a friendly, helpful attitude and wear a smile at all times.
• When giving tours and interviewing prospective members, listen intently to their needs and discuss how the YMCA can help.
• Actively listen, reflect, and respond to customer questions and concerns in a caring manner; resolve situations immediately when possible.

Essential Duties

• Be knowledgeable about all YMCA programs and sell them effectively, including familiarity with current brochures, upcoming events, and special activities.
• Control access to the facility by checking in members, scanning membership cards, and obtaining proper guest identification.
• Register members and/or program participants by inputting data into the computer, collecting payments, and verifying the accuracy of information on YMCA forms.
• Follow and enforce all YMCA procedures and policies, including personnel guidelines, safety guidelines, facility access procedures, and membership policies; carry out emergency plans as necessary.
• Maintain a clean and safe YMCA environment; take initiative to clean up or repair areas as needed.
• Dress in appropriate attire and wear a name tag at all times.
• Perform collection activities, including emails, phone calls, terminations, and branch follow-up; document non-payment status on member accounts.
• Assist in the preparation of membership reports.
• Monitor daily transactions for accuracy, including AR collection, expiration dates, termination dates, and rate changes.
• Assume other responsibilities as deemed appropriate by a supervisor.

Requirements

• Strong communication, customer service, and problem-solving skills.
• Ability to actively listen and engage with members and participants.
• Self-starter able to handle multiple tasks under limited supervision, work well in a team setting, and be detail-oriented.
• Experience with and knowledge of computers.
• Positive and professional attitude.
• Cash handling skills and ability to reconcile shift transactions.
• Willingness to commit to the mission of the YMCA.

Physical Demands

• Frequently required to sit, stand, walk, use hands and fingers, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; smell and hear.
• Occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required include close and distant vision, peripheral and depth perception, and the ability to adjust focus.
• Acute hearing skills are required.

Impact

The Member Engagement position strengthens the YMCA’s ability to provide consistent, high-quality customer service, making members, participants, and guests feel welcome and increasing their sense of belonging. This role ensures accurate files, billing, and membership program information, fostering engaged members with a strong connection to the YMCA. Positive experiences will turn members and participants into ambassadors for the YMCA.