Center Associate- Membership

Welcome Center Associate

The Welcome Center Associate is responsible for being the front-line person of the Welcome Center for the branch. Primary responsibilities include greeting and assisting members; answering phone calls; providing accurate information for all inquiries in a friendly and professional manner; promoting, selling, and registering memberships, events, and programs; handling money transactions; maintaining file documentation; and providing administrative support to the Branch Executive Director.

Must ensure a high-level of service with a commitment to improving lives and have a cause-driven focus. The Welcome Center is the main hub of the branch; therefore, the position will serve as the center of communication and assistance for overall business operations and member service functions, all within the policies and guidelines of the YMCA.

Essential Functions:

• Evening and weekend shift required
• Greet members & guests professionally and cordially consistently and with smile and with enthusiasm as they enter & leave the YMCA. Become aware of members' needs and efficiently respond to their inquiries.
• Use Listen First skills during consultations and tours and the overall interactions with members, guests and co-workers.
• Learn members' names. Verify all patrons for membership upon entering building. Confirm memberships are current in our membership database. Enter member access to the facility.
• Answer the telephone within 3 rings and with appropriate phone protocol. Answer questions about our facility and programs clearly and in a caring manner. When uncertain of the answer to a question, obtain the inquiring party's contact information and verify that a staff person will get back to them promptly. Transfer calls properly and take accurate messages for staff members who are not available.
• Handle negative feedback courteously;
  Forward members' suggestions to the immediate supervisor.
• Refer members to the appropriate Y staff person for further information whenever necessary.
• Ensure that members and guests feel welcome at the Y. Promote positive member relation both with staff and with other members.
• Maintain a professional appearance. Wear name tag and YMCA staff shirt during work shifts. Wear pants other than jeans or sweatpants. (Loose-fitting shorts no shorter than knee length are permissible during the warm months of the year). Closed shoes or sneakers are permissible;
  No excessively high heels.
• Properly process each end of shift report so that all paperwork matches all monetary transactions properly.
• Charge appropriate fees for services according to the YMCA policies, procedures and the membership type.
• Receipt program and facility registrations promptly and accurately.
• Arrive for work shifts in a timely manner, and work the entire shift as scheduled unless coverage for a portion of the shift has been pre-arranged.
• Find replacement for shift if unable to work. Notify supervisor in advance of the substitution arrangement whenever possible. Avoid excessive requests for shift coverage, unless there is a medical or an emergency situation that must be addressed.
• Do not leave the Welcome Center Desk unattended unless there is a true emergency situation.
• Address emergency situations promptly, professionally and in accordance with our emergency procedures. Distribute Band-Aids and ice as needed. Complete accident reports for any medical situations requiring our attention. Complete incident reports for any unusual situations that occur during work shifts. Notify senior staff on duty of these situations promptly.

Other Duties:

• Participate in and support the Annual Campaign.
• Provide feedback
• Participate in workshops, trainings and seminars that will enhance professional growth.
• Share responsibility for the success of the overall Branch performance and help maintain a positive image.
• Demonstrate and model the YMCA's four core values of Caring, Honesty, Respect, and Responsibility.
• Exhibit personal and professional behavior in a manner consistent with the best interest of the Association, so as not to bring discredit to the Association.
• Cooperates, work effectively and congenially with all YMCA staff members, volunteers, and members of the Association.
• Perform such other job-related duties as may be periodically assigned by the Supervisor.

YMCA Competencies (Leader):

• Mission Advancement:
  Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.
• Collaboration:
  
  Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
• Operational Effectiveness:
  Makes sound judgments, and transfers…