Welcome Center Representative

Old Colony YMCA•East Bridgewater, MA

About The Position

Welcome Center Representatives create a warm, welcoming environment where YMCA members and guests feel seen, supported, and connected. The role goes beyond front desk work: it involves building relationships, helping members get the most out of their YMCA experience, connecting people with programs and services, and supporting a sense of belonging in the community. Representatives welcome members and guests, answer questions, provide tours, assist with memberships and registrations, handle account changes and payments, and respond to member requests. They use the YMCA’s CRM and other technology to manage accounts, document interactions, capture leads, and support follow-up. They also assist members with the YMCA app, kiosks, and other self-service tools; answer phones; maintain an organized and welcoming lobby; follow safety procedures; support the branch Emergency Action Plan; and share opportunities for members to participate in programs, volunteering, and the Annual Campaign. Priority availability is currently requested on weekdays from 9:00 AM to 4:00 PM and weekends from 9:00 AM to 5:00 PM.

Requirements

Minimum age of 18.
High school diploma or equivalent.
Proficiency with computers, including database and word-processing applications.
Ability to build relationships with members, staff, volunteers, donors, and community leaders.
Ability to multitask, remain flexible, and take initiative.
Effective verbal and nonverbal communication and organizational skills.
Friendly, positive, and comfortable starting conversations with people of all ages.
Dependable, organized, and committed to providing an exceptional member experience.
Comfort with technology and ability to learn and become proficient in the CRM and YMCA systems.
Ability to multitask while remaining welcoming, patient, and attentive.
Ability to lift and carry at least 30 pounds.
May be required to stand for extended periods while demonstrating physical stamina and agility.
Availability during priority shifts: weekdays 9:00 AM–4:00 PM and weekends 9:00 AM–5:00 PM.
CPR/AED certification within 90 days of employment, kept current.

Nice To Haves

Past customer service experience.

Responsibilities

Smile, engage, and connect with everyone entering the YMCA.
Learn members’ names, build relationships, and practice C.A.R.E. in interactions.
Welcome members and guests, answer questions, provide tours, and connect people to YMCA programs and services.
Assist with memberships, registrations, account changes, payments, and member requests accurately and with integrity.
Use the CRM and other YMCA technology to manage member accounts, document interactions, capture leads, and support follow-up.
Help members use the YMCA app, kiosks, and other self-service tools.
Answer phones and provide information and support to current and prospective members.
Maintain a clean, organized, and welcoming lobby and Welcome Center.
Follow YMCA safety procedures and support the branch Emergency Action Plan.
Share opportunities for members to participate in programs, volunteer, and support the Annual Campaign.
Complete required trainings in a timely manner as determined by the manager.
Keep CPR/AED certification current after obtaining it within 90 days of employment.