Job Description

he 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 retention of members.

The Welcome Center Representative will display the character traits of caring, honesty, respect and responsibility. S/he will understand and model the Activate America initiative. 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.

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 system 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.

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.

2. Supervision of Personnel – None

3. Fiscal Responsibility

Receipt money transactions and program enrollments.

Responsible for closing at end of shift, including reconciliation.

4. Facility/Housekeeping Responsibility

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

5. Interdivisional/Community/Volunteer Responsibility

Ask members to contribute to Annual Campaign.

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

Qualifications

Education/Experience/Physical Requirements

• Must complete required trainings in a timely manner determined by the manager.

• Must be proficient with computers, including personal computer applications such as database and word processing.

• Enjoy, be skilled at and understand the importance of building relationships with people: members, staff, volunteers, donors, community leaders.

• High degree of accuracy.

• Multi-task oriented, flexible takes initiative.

• Effective communication and organizational skills.

• Minimum 18 years of age.

• High School diploma or equivalent.

• Past customer service experience.

• CPR/AED certified within 90 days of employment. Must keep certification current.

• Ability to lift and carry at least 30 pounds.

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

• May be required to stand for extended periods of time while demonstrating physical stamina and agility.