Welcome Center Lead (Full-Time)

YMCA Of Central Massachusetts•Worcester, MA

11d•Onsite

About The Position

Under the supervision of the Welcome Center Director, this position's primary responsibility is for delivering the highest level of member service and telephone reception. The position is also responsible for building security and computer-related financial transactions.

Requirements

At least 21 years old
Minimum of two-year college degree (Bachelors preferred)
Must have at minimum 1 year experience in customer service
Strong organizational, computer, and communication skills
Strong human relation skills, including the ability to establish and maintain positive work environment

Responsibilities

Serve as an ambassador and provide members, volunteers, visitors the highest level of customer service including face to face and phone inquiries.
Ensure the YMCA character development initiatives of caring, honesty, respect, responsibility are implemented in the Membership Department.
Manage all inquiries related to membership including rates, hours of operation and current program schedules.
Maintain the highest accuracy with front desk procedures, policies and serve as a role model to other staff.
Oversees desk operations. Provide direct service at the welcome center as scheduled and as needed.
Work in all facets of member billing (primarily membership and program, but assist with camp and childcare as needed) including: payments, follow-up on NSF Check and Declined Credit Cards, bank drafts/insufficient funds reports, daily cash reconciliation and EOS (End Of Shift Reports).
Oversee the accounts receivable and payable and end of month P-Card reconciliation for the Branch in collaboration with all members of the branch leadership team.
Responsible for completion of daily and monthly reports to the Association Service Center regarding cash received, deposited and discrepancies.
Work with Membership Director regarding cash variances as it relates to Welcome Center staff; provide guidance to avoid future discrepancies in cash reconciliations.
Primary responsibility for all reconciliation of all membership and program registrations.
Produce and process various reports including but not limited to Access Denied, Tracking Visitor Passes, Duplicate Members and Non-Renewing Members and other reports as assigned.
Assist the Membership Director to ensure proper implementation of front desk procedures are in place and revised, training and role modeling for all staff.
Works daily DOD Shift.
Point person for Welcome Center Shift Schedule. Adheres to budget, responds to demand, and ensures appropriate staffing at all times.
Perform other duties as assigned by supervisor.
Participate in training and other Association initiatives.
Perform other duties as assigned.