Welcome Center Staff - Hogan Family YMCA

Heart of the Valley YMCA•Madison, AL

3d•$11 - $13•Onsite

About The Position

Welcome Center Staff are often the first and last point of connection for members, guests, and prospective members. This position creates a welcoming, inclusive, and mission-centered experience by building relationships, learning member needs, connecting people to YMCA programs and opportunities, and helping every person understand the Y’s charitable cause and community impact. Welcome Center Staff provide exceptional service, conduct cause-driven tours, support membership growth and retention, and ensure each interaction reflects the YMCA mission and values.

Requirements

High school diploma required.
CPR/AED and First Aid certification required within 60 days of hire, or within the timeframe established by the YMCA.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Nice To Haves

Previous customer service, hospitality, sales, membership, nonprofit, or community-facing experience preferred.

Responsibilities

Create a warm, welcoming, and inclusive environment by greeting members and guests promptly, learning names, initiating conversation, and demonstrating genuine interest in their YMCA experience.
Build meaningful relationships with members and intentionally connect members to one another, staff, programs, volunteer opportunities, and other YMCA resources that support their goals and sense of belonging.
Communicate the YMCA mission, charitable purpose, programs, and community impact in a natural and engaging way during everyday member interactions.
Conduct cause-driven tours for prospective members by first learning about the individual or family, then connecting their interests and needs to YMCA programs, people, spaces, and mission impact rather than simply providing a facility walkthrough.
Confidently explain membership options, financial assistance, programs, services, and member benefits; support prospective members through the joining process.
Engage current members proactively to strengthen connection, satisfaction, and retention, including identifying members who may need additional support or re-engagement.
Promote awareness of the YMCA Annual Campaign and other mission-driven initiatives, including how charitable support expands access and strengthens the community.
Provide accurate, timely, and courteous service in person, by phone, and through other approved communication channels.
Process membership transactions, registrations, payments, account updates, check-ins, and other Welcome Center functions accurately and in accordance with YMCA procedures.
Listen to member concerns with empathy, seek appropriate solutions within established guidelines, and promptly involve a supervisor when additional support is needed.
Maintain awareness of current YMCA programs, schedules, events, promotions, policies, and association-wide initiatives in order to serve as a knowledgeable resource for members and guests.
Maintain a clean, organized, professional, and inviting Welcome Center and lobby environment.
Follow YMCA safety, emergency, confidentiality, cash-handling, and operational procedures and report concerns promptly.
Work collaboratively with branch and program staff to ensure a consistent, connected member experience across the YMCA.
Perform other duties as assigned in support of the YMCA mission and branch operations.