DescriptionWorking in a team-oriented, high volume, fast-paced, member-centric environment, the Welcome Center Advisor I, 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 Advisor I 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. The Welcome Center Advisor I collaborates with all team members and assists in enhancing the member experience to enhance membership acquisition activities, engagement, and retention. This position, as assigned, supports training activities, monitoring, and problem solving for new associates 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 to include conflict resolution, resolving general transaction and/or program issues.
- 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.
- Membership Engagement and Retention: Facilitates member connection and commitment to YMCA programs and services and collaborates with Membership Director to ensure the member experience is consistent, integrated and aligned to YMCA goals for member experience and engagement to include, but not limited to:
- Works with Membership Director and center leadership staff to implement member retention and outreach strategies to increase member satisfaction and retention rate
- Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are achieved.
- Increases member engagement and program participation by introducing members to other members, and using member profiles and interactions to tailor suggestions for new programs, services, or activitie
- Collaborates with wellness and program operations teams to identify and tailor program/services to member needs and interest
- Proactively identifies and resolves member issues and concerns.
- 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 include, but not limited to:
- Welcome phone calls to program participants and/or new members
- Attends training, meetings, and workshops as assigned
- Delivers Association training and monitors new associates 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)RequirementsWe 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 experience in customer service in fast paced high volume environment (one year).
- 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 with specific examples in problem solving and/or critical thinking to resolve an issue.
- Experienced in target selling with track record of closing sales or suggestive selling skills (retail, services, restaurant).
- 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.
- High School Diploma and education in marketing, customer service or related customer service/sales fields.
- Have reliable transportation.
Certifications/Trainings Required:
- Must obtain within 30 days of employment and then maintain current certifications in community CPR/AED
- and First Aid.
- Must achieve OpenDoor training within 30 days of hire/starting this position.
- Maintain position-specific required certifications as stated in the training matrix.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully General:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job including, but not limited to:
- While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device
- Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting
- Required to stand for long periods of time
- The employee frequently is required to sit and reach, and must be able to move around the work environment
- Ability to lift and move a minimum of 30 pounds
- Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
- Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold
- The noise level in the work environment is usually moderate
This position may require availability to work flexible hours including evenings, weekends, and holidays as needed