Welcome Center Advisor - East Pasco Family YMCA

Tampa Metropolitan Area YMCA•Zephyrhills, FL

67d•Onsite

About The Position

Working in a team-oriented, high volume, fast-paced, member-centric environment, the Welcome Center Advisor, under the director of the Membership Director (or assigned supervisor), is the first impression and sets the stage for an exceptional member and guest experience. While demonstrating a welcoming, genuine, hopeful, nurturing and determined approach, the Welcome Center Advisor I will greet all members and guests, and ensure proper check-in procedures are being followed, manage incoming calls from multiple phone lines, process program registrations, provide cause-driven tours to prospective members, and collaboratively work towards reaching team goals each month. The Welcome Center Advisor I collaborates with all team members and assists in enhancing the member experience to enhance membership acquisition activities, engagement, and retention. This position, as assigned, supports training activities, monitoring, and problem solving for new associates while maintaining a clean, safe and orderly work environment.

Requirements

Consistency and Reliability
Cheerful and Positive Attitude
Values Teamwork
Loves serving and helping others
Smile
Create and maintain eye contact
Speak enthusiastically
Make emotional connection with members / guests/ and program participants
Must obtain within 30 days of employment and then maintain current certifications in community CPR/AED and First Aid.
Must achieve OpenDoor training within 30 days of hire/starting this position.
Maintain position-specific required certifications as stated in the training matrix.
While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device
Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting
The employee frequently is required to sit and reach, and must be able to move around the work environment
Ability to lift and move a minimum of 30 pounds
Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold
The noise level in the work environment is usually moderate
This position may require availability to work flexible hours including evenings, weekends, and holidays as needed
Must be able to perform all duties and functions of those that are supervised

Nice To Haves

Have prior experience in customer service in fast paced high volume environment (one year).
Proficient in using email, Internet, and other PC-based applications (e.g. Microsoft Office, customer service/tracking applications) with the ability to learn and adapt to new technology.
Possess excellent interpersonal and problem solving skills with specific examples in problem solving and/or critical thinking to resolve an issue.
Experienced in target selling with track record of closing sales or suggestive selling skills (retail, services, restaurant).
Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
Must be able to work flexible hours including evenings, weekends, and holidays as needed.
High School Diploma and education in marketing, customer service or related customer service/sales fields.
Have reliable transportation.

Responsibilities

Greets all enthusiastically and with a smile as they enter the facility and adheres to sign-in/out procedures for guests/visitors.
When possible, recognizes members by their name at time of sign in.
Builds relationships with members; help members connect with one another and the YMCA.
Provides excellent service to members, guests, and program participants in the YMCA and on the phone.
Provides accurate information regarding center and association programs and services and follows up with member questions in a timely manner - collaborating with supervisor for issues / questions as necessary.
Assists other associates as necessary to support member services to include conflict resolution, resolving general transaction and/or program issues.
Conducts new, returning, and prospect tours and assists in ensuring a seamless transition based on member-specific needs and interests.
Regularly communicates with prospective members, by phone and in writing, to encourage and provide member trials, tours, and/or to join.
Processes member/guest transactions to include, but not limited to: selling memberships, program registrations, membership cancellations, refunds, etc.
Proactively identifies and resolves member issues and concerns; informs supervisor of unusual situations or unresolved issues.
Promotes and adheres to all Tampa Y policies, safety protocols, and best practices.
Works with Membership Director and center leadership staff to implement member retention and outreach strategies to increase member satisfaction and retention rates.
Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are achieved.
Increases member engagement and program participation by introducing members to other members and using member profiles and interactions to tailor suggestions for new programs, services, or activities.
Collaborates with wellness and program operations teams to identify and tailor program/services to member needs and interests.
Proactively identifies and resolves member issues and concerns.
Welcome phone calls from program participants and/or new members
Attends training, meetings, and workshops as assigned
Delivers Association training and monitors new associates as assigned
Encourages other associates and support their efforts in acquiring, retaining, and engaging members in programs and services
Suggests innovative processes, procedures, and programs that support members
Performs all duties as assigned by supervisor(s)
Adhere to all Federal, State, and local safety regulations, as well as all YMCA policies and procedures related to the safety, health, and welfare of members, participants, guests, and staff.
Ensure that all Tampa YMCA standards, leading practices, and policies are implemented and consistently followed, including those related to emergency procedures, child abuse prevention, and appropriate supervision.
Adhere to policies and procedures related to managing high-risk activities and supervising participants and boundaries with participants when applicable.
Ensure implementation of and follows all training requirements including risk management and child abuse prevention training in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
Maintain a safe and healthy environment at all times, including performing daily safety checks of program areas, equipment, and supplies.
Maintain proper records, including certifications, meetings and trainings.
Maintain an emphasis on safety in all areas of responsibility as they relate to members and staff.
Front desk personnel-ensure member or association guest are properly signed in and signed out, ensures only authorized adults are allowed in the facility, etc.
Contribute to creating and maintaining a safe, positive, and respectful environment for members, guests, and staff.
Promptly report any suspicious or inappropriate behavior, as well as policy violations, following established association procedures.