GENERAL FUNCTION

The Welcome Center Representative, working under the direction of the Membership Coordinator, will deliver professional customer service, relationship building and sales skills to create a welcoming environment at the Y. Additionally, they will provide in-depth information in regards to The Maui Family YMCA, such as memberships, programs, activities, special events, etc. They will assist with the attraction and retention of members; including the collection and processing of monetary transactions and information for members, participants and guests. They will also exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with The Maui Family YMCA.

SKILLS/KNOWLEDGE:

Must have the ability to demonstrate and/or show competency in the following areas:

• Ability to learn & be proficient in Word, Excel, and general operating systems
• Prioritizing tasks in order of importance
• Providing positive customer service
• Ability to work independently
• Following specific instructions consistently and independently
• Work a flexible schedule to meet Y staffing/planning needs
• Exercising mature judgment and sound decision making
• Communicating effectively both orally and in writing
• Learning, following and enforcing local Y and national guidelines related to internal policies.

EDUCATION/TRAINING:

• High School Diploma / GED Equivalent
• Able to be CPR/AED, First Aid trained (Free training provided by YMCA)
• TB clearance required

EXPERIENCE:

• Experience in customer/member service preferred
• Must be computer literate, accustomed with general office procedures, filing, answering phones, photocopying and cash handling.
• Strong interpersonal skills and ability to work with in a diverse cultural environment

• Maintain a professional appearance and manner reflective of Y standards
• Responsible for understanding all areas of registration including programs, childcare and membership
• Providing excellent customer service and sales for membership and other departments
• Verifying that all security check-in and check-out procedures are followed by every member and guest of the Y
• Verifying that payment is received for all program classes
• Answering telephone in a timely, courteous, and positive manner
• Schedule group class & court reservations, provide rental equipment and sell YMCA merchandise
• Maintain an accurate inventory and record of daily transactions
• Providing accurate, helpful information to members and the public about membership, programs, classes and all other current events happening at our Y
• Accurately and completely register customers for membership and/or programs, by inputting data in the computer, collecting the proper payment and verifying the accuracy of information on YMCA forms
• Complete all opening, mid-shift and closing procedures as outlined on daily check lists
• Report any discrepancies to the Membership Coordinator
• Providing excellent customer service by listening to the customer and asking appropriate questions
• Give tours of the facility to prospective members or other interested parties
• Managing customer concerns and reporting concerns to appropriate personnel
• Promoting the YMCA to prospective members and the community on a continual basis
• Educating and enforcing all rules and regulations of the YMCA to members, participants & guests
• Following all clean up and reporting procedures in the event of an accident/incident
• Keeping work areas safe, alerting a supervisor if risky or unsafe conditions exist
• Light housekeeping duties in order to ensure the cleanliness of the individuals work area and the Welcome Center
• Uphold safety and Child Protection standards per Y policies
• Attend staff meetings and other meetings and trainings as required
• Perform other duties as assigned by the Membership Coordinator or the CEO