Welcome Center Representative - CCE

POSITION SUMMARY:

The Welcome Center Representative creates a welcoming and positive first impression for members, prospective members, participants, and guests of the YMCA of Coastal Carolina. This position provides responsive customer service, performs routine membership and program transactions, answers questions, and helps individuals connect with YMCA programs and services. The Representative builds positive relationships while demonstrating the YMCAs core values of caring, honesty, respect, and responsibility. Applicant availability on evenings and weekends preferred.

ESSENTIAL FUNCTIONS:

- Welcomes members, prospective members, participants, and guests and provides friendly, responsive service in person, by phone, and through other communication channels.

- Performs routine Welcome Center functions, including member check-in, program registration, payments, membership transactions, account updates, and facility access.

- Responds to routine membership and program questions and provides accurate information regarding schedules, programs, services, policies, and facility amenities.

- Conducts facility tours, responds to membership inquiries, and supports prospective members through the enrollment process using established YMCA practices.

- Builds positive relationships with members and guests and helps connect individuals with YMCA programs, services, staff, and resources based on their interests and needs.

- Supports new-member onboarding and engagement by providing information, answering questions, and creating a welcoming introduction to the YMCA.

- Addresses routine member questions and service concerns within established procedures and refers more complex situations to a Welcome Center Specialist, Team Lead, or appropriate leader.

- Accurately uses membership, registration, and point-of-sale systems and maintains complete and confidential member records.

- Processes payments and performs cash-handling and other financial transactions in accordance with established YMCA procedures.

- Maintains current knowledge of YMCA memberships, programs, schedules, promotions, financial assistance, policies, and services.

- Helps maintain a clean, organized, welcoming, and professional Welcome Center and communicates facility or safety concerns to appropriate staff.

- Supports membership campaigns, member appreciation activities, special events, fundraising efforts, and other YMCA initiatives as assigned.

- Follows YMCA policies, Child Protection Standards, safety procedures, confidentiality requirements, and established emergency procedures.

- Participates in required meetings, training, and professional development and performs other duties as assigned.

YMCA COMPETENCIES (Leader):

Mission Advancement : Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other persons point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness : Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth : Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

COMMITMENT TO CHILD SAFETY:

The YMCA of Coastal Carolina is committed to creating environments where children are safe, supported, and empowered to thrive.

Employees and volunteers who directly supervise children are expected to:

- Adhere to YMCA policies regarding professional boundaries with youth.

- Attend all required Abuse Risk Management and Child Protection training.

- Follow established procedures for supervising children and managing high-risk activities.

- Immediately report suspicious or inappropriate behaviors and policy violations.

- Comply with all mandated reporting requirements and child protection protocols.

- Follow all YMCA and Praesidium standards related to child abuse prevention and youth protection.

- Every employee shares responsibility for protecting the children and families entrusted to our care.

Qualifications

QUALIFICATIONS:

- High school diploma or equivalent preferred.

- Previous customer service, hospitality, retail, sales, recreation, or related experience preferred.

- Strong interpersonal, communication, and customer service skills with a genuine interest in helping others.

- Ability to learn and communicate information about YMCA memberships, programs, services, and policies.

- Ability to accurately perform routine transactions, maintain records, and follow established procedures.

- Basic computer skills and ability to learn membership, registration, point-of-sale, and other YMCA systems.

- Ability to manage multiple priorities and maintain a welcoming demeanor in a busy environment.

- Dependable, professional, and able to handle member and organizational information with appropriate confidentiality.

- CPR, First Aid, AED, Child Protection, and other required YMCA training must be completed within established timeframes.

- Must successfully complete required background screenings and comply with YMCA policies and procedures.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

- Work is performed primarily at the Welcome Center and throughout an active YMCA facility with frequent interaction with members, guests, participants, and staff.

- Regularly required to sit, stand, walk, bend, reach, and move throughout the facility for extended periods.

- Frequently uses computers, phones, point-of-sale systems, and other technology to provide member service.

- Must be able to lift, carry, push, and pull supplies or materials weighing up to 25 pounds occasionally.

- Requires visual and auditory awareness to communicate effectively, monitor the surrounding environment, and respond appropriately to member needs and emergency situations.

- Must be able to work effectively in a fast-paced environment with frequent interruptions while maintaining a professional and welcoming presence.

- Work schedules may include early mornings, evenings, weekends, and holidays based on facility needs.

- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.