Welcome Center Agent - Floater

Introduction:

The YMCA of Collier County is seeking a friendly and professional Welcome Center Agent to join our team in Naples. This is a floater position, meaning your hours will vary throughout the week, and you'll support the membership team by filling in for shifts that are not currently staffed.

This role is crucial for delivering excellent service to all members, guests, and program participants. The ideal candidate will be responsible for responding to member and guest needs, actively promoting memberships and programs, and ensuring the Welcome Center remains clean and organized. We are looking for someone with excellent customer service skills who can thrive in a fast-paced environment and create a welcoming atmosphere for everyone who walks through our doors.

Responsibilities:

• Create a positive environment where everyone feels welcome, encourage, and motivate others to become more involved in the YMCA. Greet and interact with members in a friendly manner.
• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
• Communicate in a friendly and a courteous manner when answering phones, transferring calls, and taking messages. Ensure that no member is left unattended.
• Emphasis will be placed on member service, program knowledge, member/staff safety, and communication with members and staff
• Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships.
• Builds relationships with members; helps members connect with one another and the YMCA.
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
• Oversee that all members and guests are properly checking in at the member service desk. Applies all YMCA policies dealing with member services and guest visits.
• Present a professional image to all employees, members, and general public. Wear name-tag and adhere to dress standards at all times.
• Responsible for studying and learning general information for both facilities, events and departments seasonal program changes.
• Responsible for accurately entering memberships and program registrations. Follow proper procedures for all business transactions (example: receipt, monies, and program registration)
• Responsible for accurately reconciling daily cash drawer.
• Attend all designated staff meetings.
• If unable to work due to sickness, vacation, etc. Responsible for finding shift coverage and communicate to supervisor.
• Follows YMCA policies and procedures; responds to emergency situations.
• Performs other duties as assigned.

Qualifications:

• Certifications required within 30 days of hire: Designated online training (Redwoods and Y-USA) CPR/AED, and First Aid

• Excellent interpersonal and problem-solving skills

• Ability to relate effectively to diverse groups of people from all social and economic segments of the community

• Previous customer service, sales, or related experience

• Must be proficient with computers and standard office software

• Flexibility to work early mornings (5:00 am), evenings, weekends, and holidays as needed (required).

  
  

Physical Demands and Work Environment

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

• 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 phone/smart device.

• The employee frequently is required to stand and reach, and must be able to move around the work environment.

• The employee must occasionally lift and/or move up to 10 pounds.

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

• The noise level in the work environment is usually moderate.

Perks:

• Free YMCA membership, 

• Employee discounts YMCA programs

• Opportunities for advancement within the company

• Positive and supportive work environment