Welcome Center Representative (Weekday Afternoons) - South Tampa Family YMCA

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)

We are looking for applicants who exhibit the following qualities:

• Consistency and Reliability
• Cheerful and Positive Attitude
• Values Teamwork
• Loves serving and helping others

Applicants must be able to:

• Smile
• Create and maintain eye contact
• Speak enthusiastically
• Make emotional connection with members / guests/ and program participants

Preferred Candidates:

• Have prior work and/or volunteer experience
• Have prior experience in customer service
• Are Proficient in using email, Internet, and other PC-based applications (e.g. Microsoft Office, customer service/tracking applications) with the ability to learn and adapt to new technology.
• Possess excellent interpersonal and problem solving skills.
• Have the ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
• Must be able to work flexible hours including evenings, weekends, and holidays as needed.
• Are at least 16 years old and have reliable transportation
• Shift will be Monday-Friday 4pm-8pm and Saturday 8am-4pm

Certifications/Trainings Required:

• Must obtain within 30 days of employment and then maintain current certifications in CPR and First Aid training.
• Maintain position-specific required certifications as stated in the training matrix.

• Free Individual YMCA Membership and discount on family membership
• Employee Assistance Program (EAP) through BayCare Behavioral Services (phone and online)
• Start a 403 (b) smart savings account through YMCA Benefits on day one of employment (optional)
• Tickets at Work is the leading Corporate Entertainment Benefits provider, offering exclusive discounts, special offers and access to preferred seating and tickets to top attractions, theme parks, shows, sporting events, movie tickets, hotels and much more.
• 20% off program fees (swim lessons, youth sports, summer camp and more)
• 30% off personal training

Association Summary:

The Tampa Metropolitan Area YMCA is a top-rated ‘4-star’ Charity Navigator and Guidestar ‘Gold’ rated non-profit charitable organization for youth development, healthy living and social responsibility. Join a cause-driven association with a focus on nurturing the potential of every child and teen, improving the nation’s health and well-being and providing opportunities to give back and support our neighbors. Learn more about the Tampa YMCA at www.tampaymca.org.

• 13 Family Center Ys, 65-acre outdoor adventure camp, Community Learning Center, two program centers, 27 afterschool sites, 18 Early Head Start sites
• Largest youth development and health & wellness provider in the region
• 223,000 community members served
• 1,600 staff members
• 600 volunteers
• $40MM in revenue
• An independent 501(c) 3, locally-governed and managed

Located in sunny Florida, the Tampa Metropolitan Area YMCA offers an ideal location with beautiful weather affording a desirable setting for an active outdoor lifestyle year-round, is close to many beaches and theme parks and Florida is one of very few states that has no state income tax.

The Tampa Y is an equal opportunity employer and drug-free workplace.