POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Welcome Center Leader at the Goldsboro Family YMCA is responsible for delivering exceptional service to all members, program participants, staff, and guests, ensuring their needs are met with efficiency and care. The Welcome Center Leader will promote memberships and programs enthusiastically, contributing to the growth and engagement of our community. The essential functions will be carried out in keeping with the Goals and Mission of the Goldsboro YMCA, intentionally fostering a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined. The Goldsboro Family YMCA is dedicated to fostering an inclusive, equitable, and diverse community. We strive to create a welcoming environment where everyone feels valued, respected, and a sense of belonging.

ESSENTIAL FUNCTIONS:

• Member Check-In and Registration: Greet members and visitors as they enter the facility, verify memberships, and assist with registration and sign-in processes. This includes processing payments for memberships or program fees.
• Membership Sales and Renewals: Promote and sell YMCA memberships to visitors and prospective members. Assist current members with renewing or upgrading their memberships.
• Information and Assistance: Provide information about YMCA programs, services, and events. Answer questions, address concerns, and offer assistance to members and guests.
• Customer Service: Ensure a friendly and welcoming atmosphere for all members and visitors. Address member concerns, complaints, or issues promptly and professionally.
• Phone and Email Correspondence: Handle phone calls and emails from members and the public, providing information, answering questions, problem-solving as needed, and directing inquiries to the appropriate staff members.
• Facility Tours: Conduct cause-driven tours of the YMCA facility for prospective members, highlighting key amenities, programs, services, and the non-profit work we do as a YMCA association.
• Administrative Tasks: Complete various administrative duties, such as data entry, filing, and maintaining membership records. Ensure accuracy and confidentiality of member information.
• Payment Processing: Accept payments for memberships, program fees, and other services. Handle cash, checks, and credit card transactions accurately and securely.
• Membership Card Management: Issue and manage membership cards, ensuring that members have access to the facility and programs as appropriate.
• Promotions and Marketing: Assist with promotional activities and marketing campaigns to attract new members and retain existing ones. Distribute promotional materials and information.
• Conflict Resolution: Handle member disputes and conflicts professionally and according to YMCA policies. Seek assistance from management if necessary.
• Safety and Security: Maintain a safe and secure environment by monitoring access to the facility and ensuring that members and guests adhere to YMCA policies and procedures.
• Training and Development: Stay informed about YMCA programs, policies, and procedures through ongoing training and development opportunities.
• Collaboration: Work collaboratively with other YMCA staff members and departments to coordinate activities and address member needs effectively.
• Front Desk Operations: Ensure smooth operation of the front desk, maintaining accurate records, directing calls to appropriate staff members, and solving problems independently when possible.
• Equipment Maintenance: Ensure that equipment at the front desk area, such as computers and card readers, is in good working order. Report any issues for maintenance or repair.
• Cash Handling: Handle cash responsibly, maintain accurate cash drawers, and follow financial procedures to prevent discrepancies.
• Engage in ongoing professional development opportunities focused on diversity, equity, inclusion, and anti-racism, including participating in DEIB initiatives and training.
• Actively contribute to the YMCA's commitment to diversity, equity, inclusion, and belonging by ensuring all programs and services are inclusive and accessible. Lead by example to create an inclusive workplace culture that embraces diversity and promotes equity, by holding oneself and others accountable for maintaining an inclusive and equitable environment.

LEADERSHIP COMPETENCIES:

• Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause
• Inclusion: Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence
• Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit
• Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment
• Functional Expertise: Executes superior technical skills for the role
• Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations

QUALIFICATIONS:

• Minimum age of 18
• Previous customer service, sales or administrative experience preferred.
• Knowledge of computers and point-of-sale systems.
• Excellent interpersonal and problem-solving skills. Friendly and outgoing personality.
• Highly attentive to detail
• Proven ability to effectively engage with and relate to individuals from diverse social, economic, and cultural backgrounds, actively fostering an inclusive and equitable environment.
• Deep commitment to and passion for working in an organization dedicated to valuing and promoting diversity, equity, inclusion, and anti-racism.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach, and must be able to move around the work environment. Ability to perform essential functions which may involve, but not limited to the following activities: standing for extended periods; sitting; walking; typing; talking; reaching overhead; and kneeling.
• Sufficient strength and agility to perform essential functions of position including the ability to lift 10-15 pounds.
• Specific vision abilities required by this job include adequate sight, speech and hearing to communicate effectively with members and guests.
• The noise level in the work environment is usually moderate.