Job description

We are an all - inclusive organization joined together by a shared commitment to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. As a growing, mission focused, and future-oriented association of YMCAs, the Metro YMCA of the Oranges has an exciting opportunity for a highly motivated, mission-driven, candidate to join our team. Sign on bonus may apply POSITION SUMMARY: The Welcome Center Associate of the East Orange YMCA is responsible for being the front line person of the Welcome Center for the branch. Primary responsibilities include greeting, assisting members, answering phone calls, providing accurate information to all inquiries in a friendly and professional manner, promoting, selling, and registering membership, events and programs, money transactions, file documentation and providing administrative support to the Branch Executive Director.

Must ensure a high-level of service with a commitment to improving lives and have a cause-driven focus. The Welcome Center is the main hub of the branch, therefore, the position will serve as the center of communication and assistance for the overall business operations and member service functions all within the policies and guidelines of the YMCA ESSENTIAL FUNCTIONS: • Greet members & guests professionally and cordially on a consistent basis and with smile and with enthusiasm as they enter & leave the YMCA. Become aware of members’ needs and efficiently respond to their inquiries. • Use Listen First skills during consultations and tours and the overall interactions with members, guests and co-workers.

• Learn members’ names. Verify all patrons for membership upon entering building. Confirm memberships are current in our membership database. Enter member access to the facility.
• Answer telephone within 3 rings and with appropriate phone protocol. Answer questions about our facility and programs clearly and in a caring manner. When uncertain of the answer to a question, obtain the inquiring party’s contact information and verify that a staff person will get back to them promptly. Transfer calls properly and take accurate messages for staff persons who are not available.
• Handle negative feedback in a courteous manner; Forward members’ suggestions to immediate supervisor. • Refer members to the appropriate Y staff person for further information whenever necessary. • Ensure that members and guests feel welcome at the Y. Promote positive member relation both with staff and with other members.
• Properly process each end of shift report so that all paperwork matches all monetary transactions properly. • Charge appropriate fees for services according to the YMCA policies, procedures and the membership type. • Receipt program and facility registrations promptly and accurately. • Arrive for work shifts in a timely manner, and work the entire shift as scheduled unless coverage for a portion of the shift has been pre-arranged.
• Find replacement for shift if unable to work. Notify supervisor in advance of the substitution arrangement whenever possible. Avoid excessive requests for shift coverage, unless there is a medical or an emergency that must be addressed. • Do not leave the Welcome Center Desk unattended unless there is a true emergency situation.
• Address emergencies promptly, professionally and in accordance with our emergency procedures. Distribute Band-Aids and ice as needed. Complete accident reports for any medical situations requiring our attention. Complete incident reports for any unusual situations that occur during work shifts.

Notify senior staff on duty of these situations promptly. OTHER DUTIES: • Participate in and support the Annual Campaign. • Provide feedback to supervisor in a timely manner. • Participate in workshops, trainings and seminars that will enhance professional growth.

• Share responsibility for the success of the overall Branch performance and help maintain a positive image for the East Orange YMCA. • Demonstrate and model the YMCA’s four core values of Caring, Honesty, Respect, and Responsibility. • Exhibit personal and professional behavior in a manner consistent with the best interest of the Association, so as not to bring discredit to the Association. • Cooperates, work effectively and congenially with all YMCA staff members, volunteers, and members of the Association.
• Perform such other job-related duties as may be periodically assigned by the Supervisor. MINIMUM REQUIREMENTS/QUALIFICATIONS: • High School Diploma. Associate Degree in Business or related area a plus. • Minimum of one year experience in customer service and/or sales.
• Strong communication and interpersonal skills • Excellent customer service and interpersonal skills. • Very organized and detail oriented. • Computer literacy in Microsoft Office programs. Prior knowledge of ActiveNet Software is a plus.
• Bilingual ability (Spanish/English) preferred. • Ability to react to emergency situations within the policies and guidelines of the YMCA and in a calm and professional manner. • Ability to work under minimal supervision and making sound decisions within the guidelines of the YMCA. • Ability to communicate with a wide variety of members and guests in a professional manner, displaying tact and diplomacy when needed.

PHYSICAL DEMANDS Sufficient strength, ability, agility and mobility to perform essential functions and to perform activities in a wide variety of indoor and outdoor locations. INTERNAL CANDIDATES: Current active employees of the METROPOLITAN YMCA OF THE ORANGES should apply via the Careers section of the Dayforce Employee Account. COVID-19 Precaution(s): • Remote interview process • Personal protective equipment provided • Symptom screening and self-reporting • Preventative guidelines/workplace safety trainings (social distancing, frequent handwashing, etc.) • Sanitizing, disinfecting, participation in cleaning procedures *Please note that given the current situation with COVID-19 pandemic, the YMCA is and will continue to follow recommendations given by the CDC, local, state, and federal authorities. Professional development opportunities and complimentary use of YMCA facilities.

We are proud to be an EEO/AA/employer M/F/D/V. Employment is subject to extensive background check.

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