Welcome Center Representative

Old Colony YMCA•Brockton, MA

2d•Onsite

About The Position

This role is responsible for managing the Welcome Center, serving as the primary point of contact for members and guests. Key functions include providing information about facility services and programs, managing data entry, answering telephones, and fostering a welcoming and engaging environment for all. The position requires strong interpersonal skills to build relationships with members, staff, volunteers, donors, and community leaders. The representative will be expected to make members feel comfortable, initiate interactions, and encourage participation in various programs and activities. A thorough understanding of the OCY's mission, values, programs, and policies is essential.

Requirements

Must complete required trainings in a timely manner determined by the manager.
Must be proficient with computers, including personal computer applications such as database and word processing.
Enjoy, be skilled at and understand the importance of building relationships with people: members, staff, volunteers, donors, community leaders.
High degree of accuracy.
Multi-task oriented, flexible takes initiative.
Effective communication and organizational skills.
Minimum 18 years of age.
High School diploma or equivalent.
Past customer service experience.
CPR/AED certified within 90 days of employment. Must keep certification current.
Ability to lift and carry at least 30 pounds.
If Representative must lift and carry more than 30 pounds, they must ask for assistance from another staff member.
May be required to stand for extended periods of time while demonstrating physical stamina and agility.

Responsibilities

Follow the staff dress code for position.
Greet members and guests.
Show interest in their concerns.
Know members’ names and use them in their presence.
Ask “satisfaction questions” about program and service.
Listen to suggestions and respond promptly.
Address complaints/concerns immediately.
Provide information on facility, services and programs.
Enter data into the OCY computer system including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.
Serve as a liaison between members and program supervisors.
Answer telephones.
Be alert to safety factors and potential hazards.
Look for ways to improve performance.
Make members feel comfortable and at ease.
Be open, friendly and approachable to members.
Initiate interaction with and between members.
Ask about family, job, hobbies, get to know them personally.
Ask about the goals: progress and satisfaction.
Introduce members to other members and staff.
Invite members to participate in programs.
Be knowledgeable about program areas and share information with members.
Be knowledgeable about the OCY, its programs and policies.
Encourage participation in facility and program orientations.
Be informed and up-to-date on latest developments in your field.
Acquaint members with other OCY programs and benefits.
Recommend participation in a variety of programs.
Be able to articulate the OCY’s mission, value and benefits.