POSITION SUMMARY:

The Welcome Center Associate is responsible for being 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. Must ensure a high-level of service with a commitment to improving lives and have a cause-driven focus. The Welcome Center is the main hub of the branch, therefore, the position will serve as the center of communication and assistance for the overall business operations and member service functions all within the policies and guidelines of the YMCA.

ESSENTIAL FUNCTIONS:

·Saturday shift required

Greet members & guests professionally and cordially on a consistent basis and with smile and with 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 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. When uncertain of the answer to a question, obtain the inquiring party’s contact information and verify that a staff person will get back to them promptly. Transfer calls properly and take accurate messages for staff persons who are not available.

· Handle negative feedback in a courteous manner; Forward members’ suggestions to immediate supervisor.

· Refer members to the appropriate Y staff person for further information whenever necessary.

· Ensure that members and guests feel welcome at the Y. Promote positive member relation both with staff and with other members.

· 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.

· Arrive for work shifts in a timely manner, and work the entire shift as scheduled unless coverage for a portion of the shift has been pre-arranged.

· Find replacement for shift if unable to work. Notify supervisor in advance of the substitution arrangement whenever possible. Avoid excessive requests for shift coverage, unless there is a medical or an emergency situation that must be addressed.

· Do not leave the Welcome Center Desk unattended unless there is a true emergency situation.

· Address emergency situations promptly, professionally and in accordance with our emergency procedures. 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.

OTHER DUTIES:

· 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.

· Demonstrate and model the YMCA’s four core values of Caring, Honesty, Respect, and Responsibility.

· 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.

· Perform such other job-related duties as may be periodically assigned by the Supervisor.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

DIRECT REPORTS:

None

BUDGET RESPONSIBILITY:

None

MINIMUM REQUIREMENTS/QUALIFICATIONS:

· 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 making 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.

EFFECT ON END RESULTS:

The expectation of this position will be satisfactorily met when:

· Positive attitude through patience and composure is displayed.

· Positive image of the branch is maintained.

· Effective communication to various levels of staff at the YMCA is maintained.

· Business procedures are followed successfully.