Working in a team-oriented, high volume, fast-paced, member-centric environment, the Welcome Center Representative, under the director of the Membership Director (or assigned supervisor), is the first impression and sets the stage for an exceptional member and guest experience. While demonstrating a welcoming, genuine, hopeful, nurturing and determined approach, the Welcome Center Representative will greet all members and guests, and ensure proper check-in procedures are being followed, manage incoming calls from multiple phone lines, process program registrations, provide cause-driven tours to prospective members, and collaboratively work towards reaching team goals each month while maintaining a clean, safe and orderly work environment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Welcome Center Operations: Assists leadership with the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
  • Greets all enthusiastically and with a smile as they enter the facility and adheres to sign-in/out procedures for guests/visitors.
  • When possible, recognizes members by their name at time of sign in.
  • Builds relationships with members; help members connect with one another and the YMCA.
  • Provides excellent service to members, guests, and program participants in the YMCA and on the phone.
  • Provides accurate information regarding center and association programs and services and follows up with member questions in a timely manner – collaborating with supervisor for issues / questions as necessary.
  • Assists other associates as necessary to support member services.

• Membership Sales: Supports membership sales including meeting/exceeding established goals to include, but not limited to:
  • Conducts new, returning, and prospect tours and assists in ensuring a seamless transition based on member-specific needs and interests.
  • Regularly communicates with prospective members, by phone and in writing, to encourage and provide member trials, tours, and/or to join.
  • Processes member/guest transactions to include, but not limited to: selling memberships, program registrations, membership cancellations, refunds, etc.
  • Proactively identifies and resolves member issues and concerns; informs supervisor of unusual situations or unresolved issues.
  • Promotes and adheres to all Tampa Y policies, safety protocols, and best practices.

• Safety and Risk Management: Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
  • Ensures safety and risk standards to enforce proper check-in procedures are followed for members and guests.
  • Monitors activity in the facility.
  • Reports any items that may provide a health or safety hazard to staff, members or guests to maintenance staff.
  • Immediately reports any suspicious behavior and violations of policy and procedures to direct supervisor.

• General Operations: Supports all departments as necessary to ensure “best in class” services and programs to included, but not limited to:
  • Welcome phone calls to program participants and/or new members
  • Attends training, meetings, and workshops as assigned
  • Encourages other associates and support their efforts in acquiring, retaining, and engaging members in programs and services
  • Suggests innovative processes, procedures, and programs that support members
  • Performs all duties as assigned by supervisor(s)