Member Services Representative - Kearny Mesa

YMCA of San Diego County•San Diego, CA

1d•$18 - $20•Onsite

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 sharing accurate information. It also conducts member interviews to connect individuals with memberships and programs based on their interests and goals, working in a team-oriented environment. The position is based at Toby Wells YMCA in Kearny Mesa. The employee must be available for at least two weekday shifts and one weekend shift. The pay range is USD $17.75–$20.41 per hour.

Requirements

Passion, enthusiasm, and commitment to the YMCA’s mission and cause.
Enthusiastic personality and desire to serve members, volunteers, guests, participants, and staff and foster a culture of service.
Conflict-resolution skills and 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.
Ability and willingness to respond to critical incidents using visual and auditory abilities, act swiftly in an emergency, and follow the branch emergency plan.
Must be fingerprinted before reporting to work; subsequent arrest notifications are required.
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.

Nice To Haves

Six or more months of sales and relationship-building experience preferred.

Responsibilities

Model YMCA character values of caring, honesty, respect, and responsibility in interactions and duties.
Educate members about the YMCA’s nonprofit charitable status, 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 appropriate departments and staff.
Listen actively to members, build relationships, understand their goals and interests, and help them work toward those goals.
Maintain knowledge of branch and association programs to provide 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 administrative procedures.
Conduct follow-up engagement and conversion efforts for membership inquiries and tours that do not result in a join.
Conduct member retention and communication efforts related to debt collection and membership renewals.
Process insufficient-payment collection transactions for the branch.
Process cancellation requests with the intent of retaining members.
Implement and communicate membership marketing campaigns and sales promotions.
Connect members with programs and services and process program enrollments to increase service utilization.
Process transactions, including cash transactions, according to cash-handling, association, and branch policies.
Process program enrollment transfers, age overrides, and TREC transfers or overrides 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 applications.
Process membership and program scholarship applications.
Enter data accurately according to 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 emergencies, including following 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.