Welcome Center Agent

YMCA of Collier County; Marco Island (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

YMCA of Collier County on Marco Island seeks a Membership Welcome Center Agent to deliver exceptional customer service, build member relationships, and drive memberships and program participation. You will handle check-ins, payments, information requests and tours with a friendly, professional approach, reflecting our core values.

You will greet guests, answer questions about offerings, and actively promote events while ensuring accurate records and a welcoming atmosphere for all visitors.

Qualifications

• Proven ability to deliver professional customer service.
• Capacity to sell YMCA memberships, programs and events.
• Strong listening and communication skills for building member relationships.

Responsibilities

• Greet members and guests warmly and by name when possible.
• Answer phones and provide accurate information about memberships and programs.
• Assist with check-in, registration and processing of payments for memberships and activities.
• Maintain a friendly, professional attitude and reflect the YMCA core values.
• Promote programs and events and help with member attraction and retention.
• Monitor daily transactions for accuracy and assist in membership reporting.

Skills

Customer service

Sales skills

Active listening

Communication

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.

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.