Welcome Center Representative

Service Skills

• Greet members and guests.
• Show interest in their concerns.
• Know members’ names and use them in their presence.
• Ask “satisfaction questions” about program and service.
• Listen to suggestions and respond promptly.
• Address complaints/concerns immediately.
• Provide information on facility, services and programs.
• Enter data into the OCY computer system including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.
• Serve as a liaison between members and program supervisors.
• Answer telephones.
• Be alert to safety factors and potential hazards.
• Look for ways to improve performance.

Relationship Skills

• Make members feel comfortable and at ease.
• Be open, friendly and approachable to members.
• Initiate interaction with and between members.
• Ask about family, job, hobbies, get to know them personally.
• Ask about the goals: progress and satisfaction.
• Introduce members to other members and staff.
• Invite members to participate in programs.

Member Involvement Skills

• Be knowledgeable about program areas and share information with members.
• Be knowledgeable about the OCY, its programs and policies.
• Encourage participation in facility and program orientations.
• Be informed and up-to-date on latest developments in your field.
• Acquaint members with other OCY programs and benefits.
• Recommend participation in a variety of programs.
• Be able to articulate the OCY’s mission, value and benefits.

Requirements

• Must complete required trainings in a timely manner determined by the manager.
• Must be proficient with computers, including personal computer applications such as database and word processing.
• Enjoy, be skilled at and understand the importance of building relationships with people: members, staff, volunteers, donors, community leaders.
• High degree of accuracy.
• Multi-task oriented, flexible, takes initiative.
• Effective communication and organizational skills.
• Minimum 18 years of age.
• High School diploma or equivalent.
• Past customer service experience.
• CPR/AED certified within 90 days of employment. Must keep certification current.
• Ability to lift and carry at least 30 pounds.
• If Representative must lift and carry more than 30 pounds, they must ask for assistance from another staff member.
• May be required to stand for extended periods of time while demonstrating physical stamina and agility.