Welcome Center Representative

The Welcome Center Representative is responsible for providing exemplary customer service to both prospective and current members. This position maintains the first impression when people enter the Old Colony Y branches, and helps our members and participants to make the most out of their engagement with the Y.

Making joining the Y as a member or program participant easy and natural, as well as helping to address questions and concerns will be key roles as the welcome center representative works to build trust and familiarity with our branch community. Through friendly, professional, courteous and intentional service, this position helps fuel growth, retention and referral in all branch efforts.

The Welcome Center Representative will display the character traits of caring, honesty, respect and responsibility.  S/he/They will understand and model Listen First, CARE conversations and our mantra of “Take a S.E.C. to smile, engage and connect with all we come in contact with”

JOB FUNCTION:

1. Program/Department Responsibilities

• Take a S.E.C. to smile, engage, and connect with all who enter the lobby/reception area
• Work to learn and use members’ names while in their presence.
• Engage all people in conversation about their Y experience and if there’s anything we can offer that might make it even better
• Respond to all account alerts and ensure member account sales and welcome center processes are carried out with integrity and accuracy according to procedures
• Use cases to document all C.A.R.E. conversations, requests for membership modification, account management, etc.
• Use leads to capture interest in all areas of the Y and to manage the success of our various events and campaigns
• Give branch tours based on member interests with the goal of membership/program conversion and welcoming people to our branch community
• Screen non-members/reciprocal members through the NationWide system
• Practice C.A.R.E. during all member interactions
• Check Microsoft Teams for necessary information that applies to the time of your shift
• Provide information on facility, services and programs.
• Enter data into the OCY computer system including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.
• Use the Old Colony Y member app as your tool to share schedules for open spaces and value based programming.
• Aid members in learning and using the self-service kiosks within the lobby and from home on personal technology so that your focus can shift to how they are using/enjoying the branch
• Answer telephones and make phone calls to gather/share information, check in on member satisfaction, and as needed
• Be alert to safety factors and potential hazards. Play an integral role in the branch Emergency Action Plan.
• Look for ways to improve satisfaction of the membership base through suggested changes/modifications
• Be open, friendly and approachable to members.
• Facilitate Introductions with members to other members and staff.
• Be knowledgeable about the OCY, its programs and policies.
• Be able to articulate the OCY’s mission, value and benefits.

1. Supervision of Personnel – None

1. Fiscal Responsibility

            Receipt money transactions and program enrollments.

            Responsible for closing at end of shift, including reconciliation.

1. Facility/Housekeeping Responsibility

            Responsible for a neat, clean and organized lobby/welcome area.

1. Interdivisional/Community/Volunteer Responsibility

            Ask members to participate in the Annual Campaign.

Be informed about volunteer opportunities and be able to articulate the role and importance of volunteers within the Y

Qualifications

The Welcome Center Representative is responsible for providing exemplary customer service to both prospective and current members. This position maintains the first impression when people enter the Old Colony Y branches, and helps our members and participants to make the most out of their engagement with the Y.

Making joining the Y as a member or program participant easy and natural, as well as helping to address questions and concerns will be key roles as the welcome center representative works to build trust and familiarity with our branch community. Through friendly, professional, courteous and intentional service, this position helps fuel growth, retention and referral in all branch efforts.

The Welcome Center Representative will display the character traits of caring, honesty, respect and responsibility.  S/he/They will understand and model Listen First, CARE conversations and our mantra of “Take a S.E.C. to smile, engage and connect with all we come in contact with”

JOB FUNCTION:

1. Program/Department Responsibilities

• Take a S.E.C. to smile, engage, and connect with all who enter the lobby/reception area
• Work to learn and use members’ names while in their presence.
• Engage all people in conversation about their Y experience and if there’s anything we can offer that might make it even better
• Respond to all account alerts and ensure member account sales and welcome center processes are carried out with integrity and accuracy according to procedures
• Use cases to document all C.A.R.E. conversations, requests for membership modification, account management, etc.
• Use leads to capture interest in all areas of the Y and to manage the success of our various events and campaigns
• Give branch tours based on member interests with the goal of membership/program conversion and welcoming people to our branch community
• Screen non-members/reciprocal members through the NationWide system
• Practice C.A.R.E. during all member interactions
• Check Microsoft Teams for necessary information that applies to the time of your shift
• Provide information on facility, services and programs.
• Enter data into the OCY computer system including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.
• Use the Old Colony Y member app as your tool to share schedules for open spaces and value based programming.
• Aid members in learning and using the self-service kiosks within the lobby and from home on personal technology so that your focus can shift to how they are using/enjoying the branch
• Answer telephones and make phone calls to gather/share information, check in on member satisfaction, and as needed
• Be alert to safety factors and potential hazards. Play an integral role in the branch Emergency Action Plan.
• Look for ways to improve satisfaction of the membership base through suggested changes/modifications
• Be open, friendly and approachable to members.
• Facilitate Introductions with members to other members and staff.
• Be knowledgeable about the OCY, its programs and policies.
• Be able to articulate the OCY’s mission, value and benefits.

1. Supervision of Personnel – None

1. Fiscal Responsibility

            Receipt money transactions and program enrollments.

            Responsible for closing at end of shift, including reconciliation.

1. Facility/Housekeeping Responsibility

            Responsible for a neat, clean and organized lobby/welcome area.

1. Interdivisional/Community/Volunteer Responsibility

            Ask members to participate in the Annual Campaign.

Be informed about volunteer opportunities and be able to articulate the role and importance of volunteers within the Y