Welcome Center Representative

JOB SUMMARY:

The Welcome Center Representative is responsible for operating, maintaining and improving Welcome Center services and systems.  The position serves members and guests, maintains member service control, answers the telephone, answers members’ questions and performs various clerical duties.

The Representative ensures that the Welcome Center functions at maximum efficiency and courtesy to fully support the customer service objectives of the Old Colony Y: program participation growth, increased program participants as OCY volunteers and contributors, high staff and member satisfaction, and growth/retention of members.

The Welcome Center Representative will display the character traits of caring, honesty, respect and responsibility. The Representative will emphasize fun, and make the OCY a happy place with positive relationships.

JOB FUNCTION:

1.       Program/Department Responsibilities

Service Skills:

a.    Follow the staff dress code for position. (issued blue staff shirt and name tag with black pants)

b.   Greet members and guests.

c.   Show interest in their concerns

d.   Know members’ names and use them in their presence.

e.   Ask “satisfaction questions” about program and service.

f.    Listen to suggestions and respond promptly.

g.   Address complaints/concerns immediately.

h.   Provide information on facility, services and programs.

i.    Enter data into the OCY computer systems (Spirit, y-connect, Spirit Connect, Nationwide Membership, C-Cure, etc.) including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.

j.    Serve as a liaison between members and program supervisors.

k.   Answer telephones.

l.    Be alert to safety factors and potential hazards.

m. Look for ways to improve performance and increase membership.

n.   Conduct “Cause Driven Tours”

o.     Independently gain knowledge through a variety of means. Be confident with all information you are giving. If you are unsure of the answer, pursue the knowledge and follow up with the member.

p.     Be visible, available, approachable, and identifiable for all members with questions, even when busy performing other duties.

Relationship Skills:

a.   Make members feel comfortable and at ease.

b.   Be open, friendly and approachable to members.

c.   Initiate interaction with and between members.

d.   Ask about family, job, hobbies, get to know them personally.

e.   Ask about the goals: progress and satisfaction.

f.    Introduce members to other members and staff.

g.   Invite members to participate in programs.

Member Involvement Skills:

a.   Be knowledgeable about program areas and share information with members.

b.   Be knowledgeable about the OCY, its programs and policies.

c.   Encourage participation in facility and program orientations.

d.   Be informed and up-to-date on latest developments in your field.

e.   Acquaint members with other OCY programs and benefits.

f.    Recommend participation in a variety of programs.

g.   Be able to articulate the OCY’s mission, value and benefits.

h.   Follow up on tours, initiate “Get Started” appointments

Member Retention

a.      Follow Association’s current Retention formal procedures.

b.     Follow all member service protocols outlined above.

c.      Actively seek ways to retain each individual member (phone calls, articles, etc.).

Be an Active Member of your branch team.

a.      Communicate clearly and professionally to all members and staff. Utilize proper communication methods (logs, etc.) Seek to improve / resolve conflict.

b.     Help out in other areas of the center as needed.

c.      Support management decisions.

d.     Attend all departmental meetings.

e.      Take the initiative to “go the extra mile” when necessary.

f.      Follow proper administrative procedures (time card, subbing, calling in if running late or sick, etc.).

g.     Sub for other members of the staff on a regular basis whenever possible, including “last minute.”

h.     Be positive toward the organization and your job at all times.

i.      Actively promote team spirit among other staff members (through communication logs, positive reinforcement, notes to supervisors, etc.)

Miscellaneous Duties

a.      Maintain all pertinent certifications and supply copies of certifications when renewed.

b.     Complete other projects as necessary, without always being asked (copy forms, file forms, bulletin boards, etc.), and in a timely manner.

c.      Keep areas stocked with appropriate forms, articles, handouts, etc.

d.     Follow all opening and closing procedures as outlined during training.

2.       Supervision of Personnel – None

        3.     Fiscal Responsibility

               Receipt money transactions and program enrollments.

               Responsible for notifying members of any balance on account

               Ensure all members of household have scan cards and are active on account. Scan in before entry

               Responsible for closing at end of shift, including reconciliation.

        4.     Facility/Housekeeping Responsibility

               Responsible for a neat, clean and organized front desk area.

               If Representative must lift and carry more than 30 pounds, they must ask for assistance from another staff member.

        5.     Interdivisional/Community/Volunteer Responsibility

               Ask members to contribute to Annual Campaign and participate in Spinathon.

               Notify members and non-members of Special Events

               Be informed about volunteer opportunities and be able to articulate the role and importance of volunteer