Front Desk Associate

HOURS NEEDED:

Evenings and weekends.

POSITION SUMMARY:

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the Membership Services Desk and lobby area.

**ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships.
• Builds relationships with members; helps members connect with one another and the YMCA.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Applies all YMCA policies dealing with member services.
• May monitor the locker rooms as required. May monitor the building as required.
• All other necessary duties assigned to contribute to the overall success of the Martinsville-Henry County Family YMCA.

SERVICE SKILLS:

• Follow the staff dress code for position.
• Greet members and guests.
• Show interest in the concerns of members and guests.
• 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.
• Carry out all other duties as assigned.
• Be alert to safety factors and potential hazards.
• Always look for ways to improve performance.
• Emphasize fun and make the Y a happy place with positive relationships.
• Use the 15, 10, 5 rule. Eye contact, smile, engage.
• Leave and return from breaks in a timely manner
• Arrive for your scheduled shifts in a timely manner.
• Follow Technology & Communication Guidelines in place.

RELATIONSHIP SKILLS:

• Make members feel comfortable and at ease.
• Be open, friendly and approachable to members.
• Initiate interaction with and between members.
• Frequently ask if there is any way you can help.
• Ask about family, job, hobbies, get to know personally.
• Ask about their goals, progress, and satisfaction.

QUALIFICATIONS:

• Excellent interpersonal and problem-solving skills.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Previous customer service, sales, or related experience.
• Basic knowledge of computers.
• Smile ability.
• Individual must be able to pass reference check, pre-employment drug screen, sex-offender check, and criminal history check.

EFFECT ON END RESULTS: This position ensures that YMCA members, potential members, and facility guests receive great customer services.

• Demonstrate a friendly environment for all individuals entering the facility.
• High member satisfaction through clear communication of membership and program information.
• Retention of members.

Abuse Risk Management

• Adhere to policies related to boundaries with consumers.
• Attend required abuse risk trainings.
• Adhere to procedures related to managing high-risk activities and supervising consumers.
• Report suspicious or inappropriate behaviors and policy violations.
• Follow mandated abuse reporting requirements.
• Adhere to job specific abuse risk management responsibilities.
• Ensure consumers are properly signed in and out, ensures only authorized adults are allowed in the facility, routinely monitor high-risk locations, ensure unused rooms remain locked.

**Denotes essential functions of the job. The YMCA promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or job duties.

Job Type: Part-time

Pay: $12.77 per hour

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Martinsville, VA 24112 (Preferred)

Work Location: In person

Salary : $13