Welcome Center Associate

Merrimack Valley YMCA; North Reading (MA); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

Merrimack Valley YMCA in North Reading, MA seeks a Welcome Center Associate to provide excellent member service, manage tours and memberships, and support daily shift operations. The role requires money handling, strong communication, and a customer-first approach.

The position involves afternoon shifts (2–6 pm) with potential weekend work; CPR/First Aid/AED certification is required within 60 days of hire, and bilingual skills are a plus.

Qualifications

• Minimum two years of supervisory or sales experience.
• Ability to interact with people from all backgrounds.
• Working knowledge of computers and various software applications.
• Excellent written and verbal communication skills.
• CPR/First Aid/AED certification required within 60 days of hire.
• Must be at least 21 years old.
• Bilingual preferred.

Responsibilities

• Provide excellent service to members, guests, and program participants.
• Interview and tour prospective members; sell memberships.
• Address membership concerns and resolve issues; inform supervisor of unresolved matters.
• Balance cash drawer and handle money accurately.
• Coordinate with the Manager on Duty for operations and closing procedures.
• Implement YMCA policies for member services.
• Collaborate with other departments; support member experience projects.
• Perform additional duties as assigned by supervisor.

Skills

Supervisory experience

Sales

Customer service

Cash handling

Bilingual (preferred)

CPR/First Aid/AED training

Tools

MS Office

POS system

CRM software

Job description

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening the community through youth development, healthy living, and social responsibility. Under the supervision of the Welcome Center Director, and in harmony with the mission and purpose of the strategic plan of the Merrimack Valley YMCA, the Welcome Center Associate is accountable for responding to member and guest needs and promoting membership and YMCA Programs. Additionally, the Welcome Center Associate is responsible for the general oversight of the daily operations of the shift, and Membership Services Representatives while on duty. Current shifts available 2-6 pm afternoons, and may occasionally include weekend shifts.KEY RESPONSIBILITIES:The Welcome Center Associate will be directly responsible for the following key areas:Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.Interviews and/or tours prospective members; sells memberships.Builds genuine relationships with members, volunteers, staff, and program participantsHandles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues. Reports all accidents and unusual incidents immediately and assists with the necessary documentation.Works collaboratively with the MOD (Manager on Duty) to ensure sound operations and closing procedures.Applies all YMCA policies dealing with member services.Able to handle money and balance cash drawer.Ability to communicate and work with other departments.Works on projects and tasks that improve member experience as well as membership sales.All other duties as assigned by supervisor.YMCA COMPETENCIES (Team Leader):Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.EFFECT AND END RESULTS:Members, guests, and program participants receive excellent customer service, increasing YMCA brand loyalty.Welcome Center staffing levels are appropriate to organizational needs and budget.Improved Welcome Center experience and member satisfaction through: friendly and welcoming interactions with all; respectful, resourceful, and timely resolution of member issues and concerns; and proper training and supervision of staff.Meet or exceed membership and program enrollment goals.QUALIFICATIONS:Must have minimum two (2) years’ of supervisory or sales experience.Must have ability to interact with people from all ethnic backgrounds, ages, and lifestyles.Must have working knowledge of computers and experience with a variety of software applications.Must possess good written and verbal communication skills.Certification in CPR/First Aid/AED required within 60 days of hire.Complete and maintain required trainings to include: New Employee Orientation ,Child Abuse Prevention, and Sexual Harassment.Must be atleast 21 years of age.Bilingual Prefered.