Welcome Center Agent

1 week ago

Marco Island, United States YMCA OF COLLIER COUNTY INC Full time

Working as part of the Membership Service Team, TheMembership Welcome Center Agent will deliver professional customer service,relationship building and sales skills to create a welcoming environment at theYMCA. The incumbent will additionally provide in-depth information regardingthe YMCA, such as memberships, programs, activities, special events, etc.

The incumbent will assist with the attraction and retentionof members; including the collection and processing of monetary transactionsand information for members, participants and guests. The incumbent will alsoexhibit the core values of caring, honesty, respect and responsibility in allaspects of their work with the YMCA.

Entry Requirements/Qualifications:

  • Strong communication, customer service and problem-solving skills.
  • Ability to actively listen.
  • This person needs to be a self-starter, able to handle multiple tasks under limited supervision, work well in a team setting and be detailed oriented.
  • Experience with and knowledge of computers.
  • Possess a positive and professional attitude.
  • Have cash handling skills and the ability to reconcile shift transactions.
  • A willingness to commit to the mission of the YMCA.
Interpersonal Duties and Responsibilities:
  • Perform and provide excellent customer service skills by exceeding member expectations.
  • Consistently greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
  • Engage in active listening with members and program participants in order to build relationships, understand individual's goals and interests, and take the initiative to ensure the member has a positive experience.
  • Answer phones, direct calls, and provide accurate information about membership and programs.
  • Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff members.
  • Always have a friendly, helpful attitude and wear a smile.
  • When giving tours and interviewing prospective members, listen intently to their needs and discuss with them how the YMCA can help.
  • Actively listen, reflect and respond to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately Essential Duties and Responsibilities:
  • Be knowledgeable about all YMCA programs and sell them effectively. This includes being familiar with all current brochure information, upcoming events and other special activities. If information is not available, be responsible for obtaining the correct information, updating front desk resources and providing information to members.
  • Control access to the facility. Check-in members entering the building by scanning membership cards and obtaining proper identification of guests.
  • Register for membership and/or programs, by inputting data in the computer, collecting the proper payment and verifying the accuracy of information on YMCA forms.
  • Follow and enforce all YMCA procedures and policies, including personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
  • Maintain a clean and safe YMCA. Take initiative to clean up/repair areas.
  • Always dressed in appropriate attire and wear name tag.
  • Performs collection activities including, but not limited to emails, phone calls, terminations and branch follow-up; documents/notates non-payment status on member accounts.
  • Assist in preparation of membership report.
  • Assume other responsibilities as deemed appropriate by supervisor.
  • Monitor daily transactions for accuracy including AR collection, expiration dates, termination dates, amounts charged are correct, review any rate changes, etc.

Physical Demands: While performing the duties of thisjob, the employee is frequently required to sit, stand, walk, use hands andfingers, handle or feel objects, tools or controls; reaches with hands andarms; climb or balance; stoop, kneel, crouch, crawl; smell and hear. Theemployee must occasionally lift and/or move up to 30 pounds. Specific visionabilities required by this job include close and distant vision, peripheral anddepth perception, and the ability to adjust focus. Acute hearing skills are required.

Work Environment: While performing the duties of thisjob, this individual is may occasionally exposed to wet conditions. The typicalnoise level in the Member Service area is moderate.

Effect on the Result: The Member Engagement position,as part of the Member Service Team, will allow for more consistent and qualitycustomer service by making members, participants and guests of the YMCA feelwelcome and increase their sense of belonging to the YMCA. This position willstrengthen our ability to provide accurate files, bills, and membership programinformation.
The overall result of these actions will create engaged members andparticipants with a strong connection to the YMCA. Their positive experienceswill result in members and participants becoming ambassadors for the YMCA.

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