Front Desk Staff

POSITION SUMMARY:

Promote a positive, professional and welcoming atmosphere by providing excellent customer service and exemplifying our YMCA values. Enthusiastically greet members and guests as they come into the YMCA. Provide friendly and efficient service while maintaining member service control, answers the telephone, answers member questions and performs various clerical duties.

KEY RESPONSIBILITIES:

• Greet and assist all members, potential members and staff in a courteous, professional and friendly manner. Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities. Strive to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
• Answer the telephone, provide requested information, direct calls and take accurate messages.
• Provide membership interviews and facility tours as needed, explaining the YMCA mission, volunteer opportunities, the Strong Kid’s Campaign and Financial Assistance.
• Ask prospective members to join and make follow up contact with those who did not sign-up.
• Provide membership information and requirements in an accurate and courteous manner.
• Assist existing and prospective members regarding their individual membership needs.
• Respond to members' needs. Contact appropriate personnel when necessary. Handle complaints in a courteous manner. Effectively negotiate and resolve customer service problems. Use appropriate forms to communicate concerns or praise.
• Schedule court reservations, provide rental equipment.
• Process new member ID cards, issue guest passes and register members for programs and services, as needed.
• Follow proper procedures for group memberships, AWAY members, and guests who come in to use the facility. Follow identification requirements and guest guidelines
• Handle potential new member phone inquiries using YMCA best practices.
• Keep Welcome Center Staff updated on all procedural and policy changes. Provide staff with the knowledge of the YMCA mission, current goals, objectives and programs.
• Maintain a consistent professional image through dress and nametag, actions and relationships with others. Speak enthusiastically on behalf of the YMCA at given opportunities.
• Assist other staff as needed and perform other duties as assigned.
• Obtain an understanding of the YMCA's mission, goals, objectives and programs to better relay this information to members.

QUALIFICATIONS:

• Demonstrated skills in customer service, public relations, organizational skills, communications and computer knowledge
• Demonstrated professionalism in both attitude and appearance.
• Excellent written and oral communication skills
• Knowledge of YMCA policies and procedures