Member Services Representative - Mission Valley

YMCA of San Diego County•San Diego, CA

9d•$18 - $20•Onsite

About The Position

The Member Services Representative builds positive relationships with members, participants, volunteers, and staff to support membership growth. The representative creates a positive image of the YMCA by providing excellent customer service, responding to inquiries and needs, handling calls efficiently, and sharing accurate information. They interview members to connect them with memberships and programs that align with their interests and goals, working in a team-oriented environment. This position is based at the Mission Valley YMCA. Candidates must be available on weekdays between 3:00 p.m. and 11:00 p.m., as well as weekends and holidays. The listed pay range is USD $17.75–$20.41 per hour.

Requirements

Passion, enthusiasm, and commitment to the YMCA mission and cause.
Enthusiastic, service-oriented approach toward members, volunteers, guests, participants, and staff.
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 and subject to 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. Certification must be from the American Red Cross, American Heart Association, American Safety & Health Institute, or YMCA.
Weekday availability between 3:00 p.m. and 11:00 p.m., and availability to work weekends and holidays.

Nice To Haves

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

Responsibilities

Model YMCA character values of caring, honesty, respect, and responsibility in interactions and work.
Educate members about the YMCA’s nonprofit charitable mission; promote membership 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 the appropriate departments or staff.
Listen actively to members, build relationships, understand their goals and interests, and help them pursue those goals.
Maintain knowledge of branch and association programs and communicate relevant information to 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 according to procedures.
Conduct follow-up engagement and conversion efforts 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 insufficient-payment collection transactions for the branch.
Process membership cancellation requests with the intent to retain members.
Implement and communicate membership marketing campaigns and sales promotions.
Connect members with programs and services, and process program enrollments to increase utilization.
Process transactions, including cash transactions, in accordance with cash-handling, association, and branch policies and procedures.
Process program enrollment transfers, age overrides, and TREC transfers or overrides when necessary.
Build positive member relationships and develop member stories to support participation in the YMCA’s Support Campaign.
Maintain knowledge of scholarship programs, encourage and assist members with applications, and process membership and program scholarship applications.
Enter data accurately in accordance with association procedures.
Complete end-of-shift procedures and balance and account for 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, including acting swiftly when needed.
Work as part of a team and develop harmonious relationships with staff, members, guests, and volunteers.
Perform other duties as assigned.