Member Services Representative - Spring Valley

YMCA of San Diego County•El Cajon, CA

5d•$18 - $20

About The Position

The Member Services Representative builds positive relationships among members, participants, volunteers, and staff to increase membership and promote a positive image of the YMCA. The role provides excellent customer service by responding to inquiries and needs, handling calls efficiently, and providing accurate information. It conducts member interviews and connects people with memberships, programs, and services based on their interests and goals. The position works in a team-oriented environment at the McGrath Family YMCA.

Requirements

Passion, enthusiasm, and commitment to the YMCA mission and cause.
Enthusiastic personality and desire to serve members, volunteers, guests, participants, and staff and create a culture of service.
Conflict-resolution skills and the ability to demonstrate sound judgment and initiative.
Experience with basic Windows-based applications.
Basic math, grammar, and spelling skills sufficient to complete transactions.
Ability to sit and stand for extended periods.
Must be fingerprinted before reporting to work, with subsequent arrest notifications, as required by licensing, state law, and government funders.
Obtain CPR/AED and First Aid certification covering adults and children/infants within 30 days of hire, from the American Red Cross, American Heart Association, American Safety & Health Institute, or YMCA.

Nice To Haves

At least 6 months of sales and relationship-building experience.

Responsibilities

Model YMCA character values of caring, honesty, respect, and responsibility in interactions with members and in all aspects of the role.
Educate members about the YMCA’s status as a nonprofit charitable organization.
Promote memberships and programs and advocate for the YMCA.
Monitor facility access and ensure members and participants check in upon arrival.
Answer incoming calls courteously and promptly, routing them to appropriate departments and staff.
Listen actively to members, build relationships, understand their goals and interests, and take initiative to help them achieve those goals.
Maintain knowledge of branch and association programs and share information with members and participants.
Greet, interview, and tour prospective members using cause-driven sales and engagement techniques.
Process membership sales, upgrades, downgrades, and renewals accurately and in accordance with administration procedures.
Conduct engagement and conversion follow-up for membership inquiries and tours that do not result in a membership.
Conduct member retention and communication efforts related to debt collection and membership renewals.
Process branch insufficient-payment collection transactions accurately.
Process membership cancellation requests with the intent to retain members.
Implement, distribute, and communicate membership marketing campaigns and sales promotions.
Connect members to programs and services and process program enrollments to increase utilization.
Process transactions accurately and handle cash in accordance with association and branch policies and procedures.
Process program enrollment transfers and age overrides, including overrides in TREC when necessary.
Build positive member relationships and cultivate member stories to increase participation in the YMCA’s Support Campaign.
Maintain knowledge of scholarship programs and encourage and assist members with scholarship applications.
Process membership and program scholarship applications.
Enter data accurately in accordance with association data-entry procedures.
Complete end-of-shift procedures and balance and account for all transactions.
Follow YMCA policies and procedures and inform appropriate staff of policy or safety concerns.
Respond to critical incidents and follow the branch emergency plan.
Work as part of a team and develop harmonious relationships with staff, members, guests, and volunteers.
Perform other duties as assigned.