Welcome Desk

Status: Full-time

Location: 1111 W. Washington St. West Bend, WI 53095

Wage: $15 per hour during the week and $16 per hour on the weekends

Benefit Package Including: Health, Dental, and Vision Insurance; 12% Paid Retirement; Paid Time Off; Company Paid Life Insurance, Short-term Disability, Free Family Y Membership; Program Discounts including Child Care, School Age Care, and Day Camp

Hours: Evenings with weekend rotation

POSITION SUMMARY:

Under the direction of the Membership Manager, the Welcome Desk Staff delivers courteous, caring, and quality service to members and participants and build relationships with and between members, volunteers, staff and the communities we serve. The Welcome Desk Staff will use their knowledge of the Y to recruit, retrain, and engage members through quality and accurate customer service. 

ESSENTIAL FUNCTIONS:

1. Uses active listening skills to effectively and accurately provide excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention. 

1. Interviews and/or tours prospective members/sells memberships. 

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

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

1. Registers for membership and/or programs by inputting data in the computer, collecting the proper payment and verifying the accuracy of information on YMCA forms. 

1. Enters all transactions accurately and completely into the computer system. Balances all end of shifts and reports any discrepancies to the supervisor.

1. Applies all YMCA policies relating to member services and upholds the core values of the YMCA in all situations.

1. Hands out locker keys and towels when necessary/monitors the locker rooms when required. 

1. Answers the telephone, provides requested information, direct calls and takes accurate messages.

1. Performs other duties as assigned.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruit's volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work, and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. 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.

QUALIFICATIONS:

1. Must be at least 18 years of age.

1. High School Diploma or equivalent required.

1. Current CPR, AED, and First Aid Certified preferred/required within 30 days of hire.

1. Previous customer service experience(preferred).

1. Strong interpersonal, multitasking, problem-solving and customer service skills.

1. General clerical skills, including computer proficiency, phone operations, and cash handling.

1. Ability to relate to diverse groups of people required.

1. Must possess a valid driver’s license.

CERTIFICATIONS:

1. Bloodborne Pathogens/Child Abuse Prevention every year

PHYSICAL DEMANDS:

1. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.

1. The employee is frequently required to stand.

1. The employee must occasionally lift and/or move up to 10 pounds.

1. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

1. The noise level in the work environment is usually moderate.