Job Title: Welcome Center Navigator
Organization: YMCA of Greater Providence
Location: North Kingstown
Salary:
Start Date:
Full Time
Permanent

Job Description
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Job Description:

Position summary:
 The function of the Welcome Center Navigator is to inform potential members of the value of a YMCA membership and to assist them to find the optimal path at the YMCA. The Welcome Center Navigator will guide each member to discover the best possible solution for the individual/family. This position is grounded in relationship building and uses empathy to support each member’s needs.

 Final Product:
 A well-informed potential member or existing member ready to make a joining or program selection decision.

 Performance Measurements:
 1. Join Ratio
• Number of Member Consultations Given vs. Number of Joins
 2. Initial Engagement Survey Results
 3. Number of Programs Sold

 Reports To: Welcome Center Director

 YMCA of Greater Providence Team Standards:
 1. Know our mission and be able to tell our story.
 The mission of the YMCA of Greater Providence is to build healthy spirit, mind and body for all, through programs, services and relationships that are based on our core values of caring, honesty, respect and responsibility.
 2. Honor your colleagues by being on time, present and fully engaged at all times.
 3. If you disagree, propose a solution.
 4. Be accountable for results.
 5. A commitment to valuing and acting as one YMCA as evidenced by referring to ourselves as employees of the YMCA of Greater Providence.
 6. Display leadership that requires not only skill, but energy, passion, optimism and creativity.
 7. Build open and honest communication. Face to face, or voice to voice, is the preferred method of communication with email for information sharing only.
 8. Deliver exceptional service that is of high value. Build a positive staff team. Be friendly.







Job Responsibilities:

Key Activities:
• Provide Member Consultations and facility tours to potential new members.
• Educate and guide potential members on the value of a Y membership as it relates to their specific needs, cross-promote and up-promote, then ask for the ‘join.’
• Maintain a Customer Relationship Management (CRM) system for potential new members - To follow up with members in their member navigator caseload.
• Input accurate information into Daxko for timely processing.
• Communicate with Welcome Center Director regarding how the potential members heard about the YMCA of Greater Providence

 Essential Duties & Responsibilities:
• To use Listen First and Support Change skills when conversing with members.
• To understand and educate members on the YMCA Annual Support and on volunteer opportunities, connecting them to the YMCA family.
• To reference stages of change with members and use this to support members in designing an individualized member journey.
• Effectively communicate accurate information regarding memberships and program offerings by staying abreast of program brochure information and special events as well as facility schedules, being prepared to provide personalized direction to other services.
• To work in partnership with Program Directors and staff to gather information for their member navigator profile.
• Provide exemplary customer service with a focus on building and sustaining strong relationships
• Attend and conduct trainings as required and function as a role model for relationship building and YMCA values.
• Understand, enforce and adhere to policies and procedures in a consistent manner resulting in efficient, professional operations.
• Retain membership confidentiality in personal matters handling every situation in a professional manner.


Job Requirements:

Education and/or Experience
• Minimum of 2 years of college preferred
 Minimum of 3 years of directly related customer service experience.
• Evidence of strong relationship building skills and outstanding communication skills
• Trained or willingness to complete the following YMCA programs: Listen First, Relationship Building and Support Change

 Language Skills:
• Ability to read and interpret documents such as safety rules, business reports, and procedure manuals as necessary.
• Ability to write routine reports and correspondence and to speak effectively before members or employees of the Association and the public is required.
• Strong writing skills are also required.
• Bilingual ability is a significant asset.

 Reasoning Ability:
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists is required.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 Certifications / Training:
 As required of the program area in which the position serves. See appropriate Greater Providence program quality standards, hiring requirements or state licensing requirements as applicable. All certifications must be renewed in a timely manner in accordance with general YMCA policies. Must complete Association wide training requirements within the timeframe stated at the time of hire.

 Child Abuse Prevention Training to be completed by firt day of work. Training in Listen First, Support Change and Build Community Techniques to be completed within 90 days of hire date.


How to Apply
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http://www.ymcagreaterprovidence.org/AboutUs/JoinOurTeam/JobOpenings/tabid/426/Default.aspx?id=489&idpartenaire=139

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