Welcome Center Agent (Front Desk Experienced)

Ymca Welcome Center Agent

The YMCA Welcome Center Agent is the face of our branch. As the first point of contact for members, guests, and program participants, you will set the tone for a positive, inclusive, and welcoming environment. We are specifically seeking candidates with prior front desk or reception experience who can seamlessly balance high-quality customer service with administrative efficiency.

Important Schedule Note: This position features a dynamic, non-fixed schedule. We require a team player with open availability and the flexibility to cover multiple shifts, including early morning openings, mid-days, evenings, and weekends based on branch needs.

Key Responsibilities

• First Impressions: Greet everyone warmly by name, verify memberships, scan badges, and direct traffic smoothly through the lobby.
• Customer Service & Sales: Answer inquiries regarding memberships, programs (swim lessons, camp, fitness), conduct tours for prospective members, and process new member sign-ups.
• Administrative & Financials: Efficiently operate our member management software, process registrations, handle financial transactions (cash/credit), and accurately balance the daily cash drawer.
• Communication Hub: Manage a multi-line phone system with a helpful attitude, route calls, and handle member feedback or conflict resolution with professionalism.
• Safety, Security & Policy: Monitor entry/exit points to ensure facility security. Enforce YMCA policies, assist with incident reporting, and respond appropriately to emergencies.
• Language Skills: Bilingual fluency (English/Spanish) is a major plus.
• Facility Upkeep: Maintain a clean, organized, and stocked front desk and lobby area.

Required Qualifications & Experience

• Experience: Minimum of 12 years of front desk, receptionist, or guest services experience (e.g., hospitality, fitness centers, retail, or medical offices).
• Scheduling: Must have flexible availability to work a rotating schedule that may include opening, morning, mid-day, evening, and weekend shifts.
• Tech Savvy: Proven experience navigating point-of-sale (POS) systems, customer databases, and multi-line phone systems. (Experience with member software like Daxko is a major plus).
• Communication: Exceptional verbal and written communication skills with a diverse population.
• Age Requirement: Must be at least 18 years of age.
• Certifications: Ability to obtain CPR/First Aid/AED certification within 30 days of hire (YMCA provided).

Physical Demands & Working Conditions

• Ability to sit or stand for extended periods of time at the front desk.
• Ability to view a computer monitor and type for long stretches of a shift.
• Ability to lift and carry up to 20 lbs. (e.g., boxes of brochures, program supplies).
• Ability to maintain a welcoming demeanor during steady periods as well as occasional high-volume rushes.

Pre-Employment Requirements

• Ability to pass a comprehensive background check, including a criminal history check and sex offender registry screening.
• Commitment to the YMCA's Child Abuse Prevention policies and code of conduct.

Perks of Working with the YMCA

• Free YMCA individual membership.
• Opportunities for professional growth and leadership development within the organization.
• A supportive, mission-driven team environment.