Welcome Center Team Member (TownLake)

About the role

Our Welcome Center Team is the heart of the facility! As a Welcome Center Team Member, you're the front-line support for members, acting as an information specialist, problem solver, and the first point of contact for members, visitors, and participants. You help ensure they're satisfied with our programs, services, and experience, playing a key role in someone's journey toward well-being and health.

Responsibilities

• Actively engage and greet each member/guest who comes into the YMCA.
• Occasionally open or close the facility and perform key-holding duties.
• Provide excellent service to members, guests, and program participants in person and on the phone, contributing to member retention.
• Conduct Cause-driven tours for potential new members using "Listen to First" skills.
• Follow and lead branch protocols for prospective members.
• Stay informed of all branch activities and schedules to provide exceptional member service.
• Handle and resolve membership concerns; inform supervisors of unusual situations or unresolved issues.
• Reconcile end-of-shift money received through sales of memberships, merchandise, mini-camp, and program registrations.
• Promote the YMCA's character values, mission, wellness philosophy, and community role.
• Lead by example in embodying the Y’s mission, vision, and values with participants, members, staff, and guests.
• Serve as an Ambassador of the Y’s work and culture by sharing stories that reflect who we are as an 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.

Skills

• 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: Ensures everyone feels welcomed, respected, and included.
• Growth Mindset: Learns and improves to better serve members and the mission.
• Self-Development: Actively seeks new ways to grow and be challenged.
• Customer Focused: Anticipates needs and ensures 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.