Welcome Center Associate

About the role

The Welcome Center Associate is the front line person of the Welcome Center for the branch. Primary responsibilities include greeting, assisting members, answering phone calls, providing accurate information to all inquiries in a friendly and professional manner, promoting, selling, and registering membership, events and programs, money transactions, file documentation, and providing administrative support to the Branch Executive Director.

Responsibilities

• Greet members & guests professionally and cordially on a consistent basis and with a smile and enthusiasm as they enter & leave the YMCA.
• Become aware of members’ needs and efficiently respond to their inquiries.
• Use Listen First skills during consultations and tours and the overall interactions with members, guests and co-workers.
• Learn members’ names. Verify all patrons for membership upon entering the building. Confirm memberships are current in our membership database. Enter member access to the facility.
• Answer telephone within 3 rings and with appropriate phone protocol. Answer questions about our facility and programs clearly and in a caring manner. Obtain contact information for inquiries and follow up promptly.
• Handle negative feedback in a courteous manner; forward members’ suggestions to immediate supervisor. Refer members to the appropriate Y staff person for further information.
• Maintain a professional appearance. Wear name tag and YMCA staff shirt during work shifts. Wear pants other than jeans or sweatpants. (Loose fitting shorts no shorter than knee length are permissible during the warm months of the year). Closed shoes or sneakers are permissible; No excessively high heels.
• Properly process each end of shift report so that all paperwork matches all monetary transactions properly. Charge appropriate fees for services according to the YMCA policies, procedures and the membership type. Receipt program and facility registrations promptly and accurately.
• Distribute Band-Aids and ice as needed. Complete accident reports for any medical situations requiring our attention. Complete incident reports for any unusual situations that occur during work shifts. Notify senior staff on duty of these situations promptly.
• Participate in and support the Annual Campaign. Provide feedback to supervisor in a timely manner. Participate in workshops, trainings and seminars that will enhance professional growth. Share responsibility for the success of the overall Branch performance and help maintain a positive image.
• Exhibit personal and professional behavior in a manner consistent with the best interest of the Association, so as not to bring discredit to the Association. Cooperates, work effectively and congenially with all YMCA staff members, volunteers, and members of the Association.

Requirements

• High School Diploma. Associate Degree in Business or related area a plus.
• Minimum of one year experience in customer service and/or sales.
• Strong communication and interpersonal skills.
• Excellent customer service and interpersonal skills.
• Very organized and detail oriented.
• Computer literacy in Microsoft Office programs.
• Prior knowledge of ActiveNet Software is a plus.
• Bilingual ability (Spanish/English) preferred.
• Ability to react to emergency situations within the policies and guidelines of the YMCA and in a calm and professional manner.
• Ability to work under minimal supervision and make sound decisions within the guidelines of the YMCA.
• Ability to communicate with a wide variety of members and guests in a professional manner, displaying tact and diplomacy when needed.

Physical Demands

Sufficient strength, ability, agility and mobility to perform essential functions and to perform activities in a wide variety of indoor and outdoor locations.

Salary Description

$16.50