Position Title: Welcome Center Representative Branch: Sherwood Regional Family YMCA Supervisor: Welcome Center Supervisor Department: Welcome Center Hours : Varies Salary Range: $7.95-$9.00 Closes: Aug 31, 2008
General Function: Under the direction of the Welcome Center Supervisor, the Member Welcome Center representative will assist members in the combined area of the front desk and membership, which make up the Membership Welcome Center.
Entry Requirements: Must bring to the position a strong customer service background with significant experience. Needs to be a self-starter, detail oriented with strength in planning, organization, prioritizing and follow through. Must possess professional written, verbal communication and human relation skills. The position requires being able to effectively deal with the general public and members as well as other staff members. Must have basic typing and computer skills. Background in communications and marketing is helpful.
Essential Functions of the Job: · Visual and auditory: ability to respond to critical incidents and have the physical ability to act swiftly in emergencies. · Provide information to members and guests in a clear, concise manner. · Ability to establish and maintain productive relationships with members and staff, exercise discretion and diplomacy, and follow directions, but is able to make judgments independently of supervisor. · Ability to stand or sit at a computer terminal for up to 6 hours and lift up to 40lbs. · Process guest and day passes and AWAY members using the proper waiver forms. · Possess strong verbal and written communication skills with the ability to effectively communicate to a diverse population in a friendly, enthusiastic manner even under potentially confrontational situations to achieve a successful outcome. · Ability to perform multiple tasks concurrently. · Good problem solving skills, flexible and able to adapt easily to a changing environment. · Ability to mentally and physically deal with high stress situations and work well under pressure.
JOB SEGMENTS: 1. Administration: Keep the supervisor informed of low supplies such as tape, staples, pens, forms, etc. Keep files in an orderly fashion and well marked. Provide prospective members with information on membership benefits, including program specifics and facility tour. (Complete new membership documentation including Membership Registration, Bank EFT Authorization, Member ID card, cancellations and other documents as needed.) 2. Customer Service: Greet members and guests in a friendly, welcoming manner. Engage all persons with a smile, hello, or wave within the first 30 seconds of entering the facility. Lean member’s names and program preferences. Answer phone in a friendly and professional manor. (Follow proper procedures for all program registration, new member sign-up, picture taking, distribution of guest passes, cancellations, membership on hold, financial assistance and all other transactions relating to membership sign-up and retention.) 3. Membership Enrollment: Provide prospective members with information on membership benefits, including program specifics and facility tour. (Complete new member documentation including Membership Registration, Bank EFT Authorization, Member ID card and other documents as needed.) 4. Availability: Substitute when necessary. 5. Membership Retention: Follow branch plan, including but not limited to knowing names of members, proper member orientation, assisting members with program information and follow-up with suggestion forms in assigned areas. Be prepared to “WOW” members with on going excellent attention. Follow up on new members with phone calls and postcards. Possess leadership skills to be able to move members from a casual to a committed relationship. 6. Fiscal Management: Accurately operates cash register. Check to make sure members cards and guest passes are current and legitimate. Ensure that all persons check in at the Validation Station. 7. Financial Development: Identify and recruit members and general public to work as campaigners and leadership. 8. Attend: All scheduled meetings. 9. Marketing, Promotion, and Public Relations: Duties as assigned in service area. (Aid in preparing red folders, advertisements and brochures.) Promote membership specials and special events. Represent the YMCA in a positive manner. 10. Perform: all other tasks as assigned.
