Welcome Center Associate- Membership

Metropolitan YMCA of the Oranges Inc•Livingston, NJ

4d•$16 - $19•Onsite

About The Position

The Welcome Center Associate is responsible for being the front-line person of the Welcome Center for the branch. Primary responsibilities include greeting and assisting members; answering phone calls; providing accurate information for all inquiries in a friendly and professional manner; promoting, selling, and registering memberships, events, and programs; handling money transactions; maintaining 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 overall business operations and member service functions, all within the policies and guidelines of the YMCA.

Requirements

High School Diploma.
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.
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.

Nice To Haves

Associate Degree in Business or related area a plus.
Prior knowledge of ActiveNet Software is a plus.
Bilingual ability (Spanish/English) preferred.

Responsibilities

Greeting and assisting members.
Answering phone calls.
Providing accurate information for all inquiries in a friendly and professional manner.
Promoting, selling, and registering memberships, events, and programs.
Handling money transactions.
Maintaining file documentation.
Providing administrative support to the Branch Executive Director.
Greeting members & guests professionally and cordially consistently and with smile and with enthusiasm as they enter & leave the YMCA.
Becoming aware of members’ needs and efficiently responding to their inquiries.
Using Listen First skills during consultations and tours and the overall interactions with members, guests and co-workers.
Learning members’ names.
Verifying all patrons for membership upon entering building.
Confirming memberships are current in our membership database.
Entering member access to the facility.
Answering the telephone within 3 rings and with appropriate phone protocol.
Answering questions about our facility and programs clearly and in a caring manner.
Handling negative feedback courteously.
Forwarding members’ suggestions to the immediate supervisor.
Referring members to the appropriate Y staff person for further information whenever necessary.
Ensuring that members and guests feel welcome at the Y.
Promoting positive member relation both with staff and with other members.
Maintaining a professional appearance.
Properly processing each end of shift report so that all paperwork matches all monetary transactions properly.
Charging appropriate fees for services according to the YMCA policies, procedures and the membership type.
Receipt program and facility registrations promptly and accurately.
Arriving for work shifts in a timely manner, and working the entire shift as scheduled unless coverage for a portion of the shift has been pre-arranged.
Finding replacement for shift if unable to work.
Notifying supervisor in advance of the substitution arrangement whenever possible.
Not leaving the Welcome Center Desk unattended unless there is a true emergency situation.
Addressing emergency situations promptly, professionally and in accordance with our emergency procedures.
Completing accident reports for any medical situations requiring our attention.
Completing incident reports for any unusual situations that occur during work shifts.
Notifying senior staff on duty of these situations promptly.
Participating in and supporting the Annual Campaign.
Providing feedback.
Participating in workshops, trainings and seminars that will enhance professional growth.
Sharing responsibility for the success of the overall Branch performance and helping maintain a positive image.
Demonstrating and modeling the YMCA’s four core values of Caring, Honesty, Respect, and Responsibility.
Exhibiting personal and professional behavior in a manner consistent with the best interest of the Association, so as not to bring discredit to the Association.
Cooperating, working effectively and congenially with all YMCA staff members, volunteers, and members of the Association.
Performing such other job-related duties as may be periodically assigned by the Supervisor.