Member Services & Programs Concierge

YMCA of Silicon Valley; Palo Alto (CA); Hybrid; USD 28,000 - 30,000; Full time

Job summary

YMCA of Silicon Valley Welcome Center Associate provides prompt, courteous service to the public, members, and staff, both in person and by phone. Responsibilities include information provision, enrolling individuals in youth development programs and fee-based facility programs, and registering participants for services.

The role requires at least 1 year of customer service experience, basic data entry skills, and English proficiency, with bilingual preferred.

Qualifications

• Minimum of 1 year of customer service experience.
• Proficient in English; bilingual preferred.
• Basic computer data entry skills.
• CPR/First Aid, AED, and Oxygen certifications within 30 days of hire.

Responsibilities

• Answer membership sales questions and give member tours.
• Answer member inquiries and direct to appropriate department as necessary.
• Register members and participants for programs and services ensuring all forms and procedures are completed accurately.
• Be available to work a variety of hours and willing to sub shifts for co-workers.
• Attend and actively participate in monthly staff meetings.
• Performs other duties as assigned.

Skills

Customer service

Data entry

Communication

Job description

The Welcome Center Associate is responsible for providing prompt, courteous and accurate service to the public, members and YMCA employees over the phone and in person. This includes providing information and enrolling individuals in youth development programs as well as fee-based facility programs.

SALARY RANGE: $20.00 - $22.00/hour

ESSENTIAL FUNCTIONS:

• Answer membership sales questions and give member tours.
• Answer member inquiries and direct to appropriate department as necessary.
• Register members and participants for programs and services ensuring all forms and procedures are completed accurately
• Be available to work a variety of hours and willing to sub shifts for co-workers
• Attend and actively participate in monthly staff meetings
• Performs other duties as assigned

PHYSICAL DEMANDS:

• Visual and auditory ability to observe and to respond to critical incidents and the physical ability to act swiftly in an emergency situation.
• Ability to lead and interact in group activities and perform related physical skills;
• Ability to stand, walk, sit, stoop, kneel, or crouch. Ability to climb, push, and pull
• Ability to lift and carry objects up to 20 pounds.

Requirements

• Minimum of 1 year of customer service based work experience.
• Entrepreneurial spirit with the ability to work a variety of hours, including evenings and weekends.
• Ability to work in a fast-paced work environment while ensuring accuracy and timeliness of work.
• Possess basic computer data entry skills.
• Proficient in the English Language. Bilingual preferred.
• CPR/PR, First Aid, AED, and Oxygen certifications (within 30 days of hire).

YMCA COMPETENCIES (Leader):

Change Leadership: Facilitates, co-creates, and implements equitable change for the good of the organization and/or community.

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.

Philanthropy: Secures resources and support to advance the Y's work.

Volunteerism: Engages volunteers and promotes social responsibility at all levels of the organization.

Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community.

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.

Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgement.

Fiscal Management: Manages the Y's resources responsibly and sustains the Y's nonprofit business model.

Functional Expertise: Executes superior technical skills for the role.

Innovation: Creates and implements new and relevant approaches and activities that improve and expand the Y's work and impact in the community.

Program/Project Management: Ensures program or project goals are met and intended impact occurs.

Developing Self & Others: Develops self and supports others (e.g.: staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.

Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations.

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