Welcome Center Agent

YMCA of Collier County | Naples; Marco Island (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

YMCA of Collier County, Inc. seeks a Membership Welcome Center Agent to deliver professional customer service, build relationships, and promote memberships and programs within a welcoming, values-driven environment.

The role supports attraction and retention of members and processing of transactions, while embodying the YMCA core values. The agent will assist with inquiries about memberships, programs, events, and services, and will contribute to a safe, clean facility with a friendly,

Qualifications

• Strong communication, customer service and problem-solving skills.
• Ability to actively listen.
• Self-starter, able to multitask under limited supervision, team-oriented and detail focused.
• Experience with and knowledge of computers.
• Positive and professional attitude.
• Cash handling skills and ability to reconcile shift transactions.
• Willingness to commit to the YMCA mission.
• Physical demands: sit/stand/walk, lift up to 30 lbs, vision/hearing requirements.

Responsibilities

• Provide excellent customer service and greet members and guests.
• Greet everyone entering the YMCA by name when known and acknowledge members on exit.
• Actively listen to members to understand goals and interests and ensure a positive experience.
• Answer phones and provide accurate information about memberships and programs.
• Know and promote all YMCA programs and events; update front desk resources as needed.
• Control access: check-in members, verify guest identification.
• Register members and program participants, collect payments and verify data.
• Follow YMCA procedures, safety guidelines, and emergency plans.

Job description

Position Summary

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

Position Summary

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

The incumbent will assist with the attraction and retention of members; including the collection and processing of monetary transactions and information for members, participants and guests. The incumbent will also exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with 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.

Effect on the Result

The Welcome Center Agent position, as part of the Member Service Team, will allow for more consistent and quality customer service by making members, participants and guests of the YMCA feel welcome and increase their sense of belonging to the YMCA. This position will strengthen our ability to provide accurate files, bills, and membership program information.

The overall result of these actions will create engaged members and participants with a strong connection to the YMCA. Their positive experiences will result in members and participants becoming ambassadors for the YMCA.

Requirements

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

The YMCA of Collier County, Inc., a leading not-for-profit organization, is committed to strengthening the communities in Collier County through its core focus areas of Youth Development, Healthy Living, and Social Responsibility. Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.