Welcome Center Representative

JOB FUNCTION:

1. Program/Department Responsibilities

• Take a S.E.C. to smile, engage, and connect with all who enter the lobby/reception area
• Work to learn and use members’ names while in their presence.
• Engage all people in conversation about their Y experience and if there’s anything we can offer that might make it even better
• Respond to all account alerts and ensure member account sales and welcome center processes are carried out with integrity and accuracy according to procedures
• Use cases to document all C.A.R.E. conversations, requests for membership modification, account management, etc.
• Use leads to capture interest in all areas of the Y and to manage the success of our various events and campaigns
• Give branch tours based on member interests with the goal of membership/program conversion and welcoming people to our branch community
• Screen non-members/reciprocal members through the NationWide system
• Practice C.A.R.E. during all member interactions
• Check Microsoft Teams for necessary information that applies to the time of your shift
• 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.
• Use the Old Colony Y member app as your tool to share schedules for open spaces and value based programming.
• Aid members in learning and using the self-service kiosks within the lobby and from home on personal technology so that your focus can shift to how they are using/enjoying the branch
• Answer telephones and make phone calls to gather/share information, check in on member satisfaction, and as needed
• Be alert to safety factors and potential hazards. Play an integral role in the branch Emergency Action Plan.
• Look for ways to improve satisfaction of the membership base through suggested changes/modifications
• Be open, friendly and approachable to members.
• Facilitate Introductions with members to other members and staff.
• Be knowledgeable about the OCY, its programs and policies.
• Be able to articulate the OCY’s mission, value and benefits.

1. Supervision of Personnel – None

1. Fiscal Responsibility

            Receipt money transactions and program enrollments.

            Responsible for closing at end of shift, including reconciliation.

1. Facility/Housekeeping Responsibility

            Responsible for a neat, clean and organized lobby/welcome area.

1. Interdivisional/Community/Volunteer Responsibility

            Ask members to participate in the Annual Campaign.

Be informed about volunteer opportunities and be able to articulate the role and importance of volunteers within the Y

Qualifications:

Education/Experience/Physical 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.
• Multi-task oriented, flexible, takes initiative.
• Effective communication (both verbal and nonverbal) and organizational skills.
• Minimum 18 years of age.
• High School diploma or equivalent.
• Past customer service experience preferred
• CPR/AED certified within 90 days of employment. Must keep certification current.
• Ability to lift and carry at least 30 pounds.
• May be required to stand for extended periods of time while demonstrating physical stamina and agility.