Welcome Center Representative

JOB FUNCTION

Service Skills

• Follow the staff dress code for position.
• Greet members and guests.
• Show interest in their concerns
• Know members’ names and use them in their presence.
• Ask “satisfaction questions” about program and service.
• Listen to suggestions and respond promptly.
• Address complaints/concerns immediately.
• Provide information on facility, services and programs.
• Enter data into the OCY computer system including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.
• Serve as a liaison between members and program supervisors.
• Answer telephones.
• Be alert to safety factors and potential hazards.
• Look for ways to improve performance.

Relationship Skills

• Make members feel comfortable and at ease.
• Be open, friendly and approachable to members.
• Initiate interaction with and between members.
• Ask about family, job, hobbies, get to know them personally.
• Ask about the goals: progress and satisfaction.
• Introduce members to other members and staff.
• Invite members to participate in programs.

Member Involvement Skills

• Be knowledgeable about program areas and share information with members.
• Be knowledgeable about the OCY, its programs and policies.
• Encourage participation in facility and program orientations.
• Be informed and up-to-date on latest developments in your field.
• Acquaint members with other OCY programs and benefits.
• Recommend participation in a variety of programs.
• Be able to articulate the OCY’s mission, value and benefits.