Welcome Center Team Member (Southwest)

About the Role

Our Welcome Center Team is the heart of the facility! As a Welcome Center Team Member, you're the first point of contact for members, visitors, and participants, providing front-line support and ensuring a positive experience. You play a crucial role in someone's journey towards well-being and health.

Responsibilities

• Actively engage and greet each member/guest who enters the YMCA.
• Occasionally open or close the facility and handle key-holding duties.
• Provide excellent service to members, guests, and program participants in person and over the phone, contributing to member retention.
• Conduct Cause-driven tours for potential new members, using "Listen First" skills before and during the tour.
• Follow and lead branch protocols for prospective members.
• Stay informed about all branch activities and schedules to provide exceptional member service.
• Handle and resolve membership concerns, escalating unusual situations or unresolved issues to the supervisor.
• Reconcile end-of-shift money received from membership sales, merchandise, mini-camp, and program registrations.
• Promote the YMCA's character values, mission, wellness philosophy, and role in the community.
• Lead by example, embodying the Y's mission, vision, and values with program participants, members, staff, and guests.
• Become an Ambassador of the Y's work and culture, storytelling about the organization and brand.
• Perform additional duties as assigned.

Requirements

• Minimum of 16 years old.
• Experience in customer service.
• Bilingual skills, particularly in Spanish, are a plus.

Qualifications

• Team Player: Work collaboratively with others and support a positive team environment.
• Communicates Effectively: Listens actively and communicates clearly with members and peers.
• Fosters Belonging: Ensure everyone feels welcomed, respected, and included.
• Growth Mindset: Learn and improve to better serve members and the mission.
• Self-Development: Actively seek new ways to grow and be challenged.
• Customer Focused: Anticipate needs and ensure quality, member-centered service.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, talk, and occasionally lift and/or move items, including equipment, furniture, and/or children. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.