Welcome Center Experience Maker- Brooks YMCA

Position Summary:

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

Essential Functions:

• 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.

• Closes tours at branch goal.

• Builds relationships with members; helps members connect with one another and to the YMCA.

• Contributes to Daxko Engage branch goal.

• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.

• Contributes to branch retention rate.

• Applies all YMCA policies dealing with member services.

• Acts professionally. Maintains accurate weekly attendance records and adheres to cleaning standards. Follows dress code, punctuality, and timekeeping standards.

• Uses the YMCA’s 15 Service Basics, 3 Touch Model and Standard Service Response phrases when interacting with all members and coworkers.

• Uses Engage More technology to create relationships with others.

• Completes Members Achieve More Form.

• Articulates the Y’s Mission in order to provide assistance to all and participates in the annual campaign.

• May hand out locker keys and towels; may monitor the locker rooms as required.

NOTE: This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

YMCA Competencies (Leader):

Values: Accepts and demonstrates the Y’s values.

Community : Demonstrates a desire to serve others and fulfill community needs.

Relationships: Builds rapport and relates well to others.

Develops Others: Takes initiative to assist in training and developing others.

Quality Results: Strives to meet or exceed goals and deliver a high-value experience for members.

Functional Expertise: 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. Professional knowledge of systems, processes.

Emotional Maturity: Accurately assesses personal feelings, strengths, and limitations and how they impact relationships.

Qualifications:

• Certifications required within 30 days of hire: CPR/AED, and First Aid.

• Excellent interpersonal and problem solving skills.

• Ability to connect with people of diverse backgrounds.

• Previous customer service, sales or related experience.

• Basic knowledge of computers.