Welcome Center Lead (Full-Time)

YMCA of Central Massachusetts; Worcester (MA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Generous PTO

Facility access for family

Job summary

YMCA of Central Massachusetts in Worcester, MA seeks a Welcome Center/Front Desk Associate to deliver top-tier member service, manage phone inquiries, and handle front desk operations.

Responsibilities include membership billing, cash handling, daily reports, and supporting branch operations; full-time, non-exempt status. On-site shifts and comprehensive benefits are included.

Qualifications

• At least 21 years old.
• Minimum of two-year college degree (Bachelor's preferred).
• Must have at minimum 1 year experience in customer service.
• Strong organizational, computer, and communication skills.
• Strong human relation skills, including the ability to establish and maintain positive work environment.

Responsibilities

• Provide the highest level of member service at the Welcome Center (face to face and phone).
• Manage all inquiries related to membership, rates, hours, and program schedules.

Skills

Customer service

Organizational skills

Computer skills

Communication

Education

Associate degree or higher

Tools

Billing software

Job description

Description

Under the supervision of the Welcome Center Director, this position's primary responsibility is for delivering the highest level of member service and telephone reception. The position is also responsible for building security and computer-related financial transactions.

ESSENTIAL FUNCTIONS:

• Serve as an ambassador and provide members, volunteers, visitors the highest level of customer service including face to face and phone inquiries.
• Ensure the YMCA character development initiatives of caring, honesty, respect, responsibility are implemented in the Membership Department.
• Manage all inquiries related to membership including rates, hours of operation and current program schedules.
• Maintain the highest accuracy with front desk procedures, policies and serve as a role model to other staff.
• Oversees desk operations. Provide direct service at the welcome center as scheduled and as needed.
• Work in all facets of member billing (primarily membership and program, but assist with camp and childcare as needed) including: payments, follow-up on NSF Check and Declined Credit Cards, bank drafts/insufficient funds reports, daily cash reconciliation and EOS (End Of Shift Reports).
• Oversee the accounts receivable and payable and end of month P-Card reconciliation for the Branch in collaboration with all members of the branch leadership team.
• Responsible for completion of daily and monthly reports to the Association Service Center regarding cash received, deposited and discrepancies.
• Work with Membership Director regarding cash variances as it relates to Welcome Center staff; provide guidance to avoid future discrepancies in cash reconciliations.
• Primary responsibility for all reconciliation of all membership and program registrations.
• Produce and process various reports including but not limited to Access Denied, Tracking Visitor Passes, Duplicate Members and Non-Renewing Members and other reports as assigned.
• Assist the Membership Director to ensure proper implementation of front desk procedures are in place and revised, training and role modeling for all staff.
• Works daily DOD Shift.
• Point person for Welcome Center Shift Schedule. Adheres to budget, responds to demand, and ensures appropriate staffing at all times.
• Perform other duties as assigned by supervisor.
• Participate in training and other Association initiatives.
• Perform other duties as assigned.

QUALIFICATIONS:

• At least 21 years old
• Minimum of two-year college degree (Bachelors preferred)
• Must have at minimum 1 year experience in customer service
• Strong organizational, computer, and communication skills
• Strong human relation skills, including the ability to establish and maintain positive work environment

SCHEDULE: Looking to fill the following shifts, Sunday-Thursday 7am-3:30pm and Tuesday-Saturday 12pm-8:30pm

JOB TYPE: Full-Time (Non-Exempt)

PAY: $18.00/hr, plus, benefits to include generous PTO, Access to facilities for immediate family, Medical, Dental, Disability, Life, Vision, & Pet Insurance, and ability to participate 403B Retirement Savings Plan. Also, once fully vested the YMCA will pay into an account for you!

The Y: We’re for youth development, healthy living, and social responsibility.

OUR CULTURE: 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 a safe place for children, teens and vulnerable populations, and all staff, regardless of their role within the organization, are required to ensure the trust that families place in us is earned each and every day. Child protection is every employee’s job, and employees may not begin work until they are trained. 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 strengthen our community, beginning with you.