Member Services Representative - Point Loma

YMCA of San Diego County•San Diego, CA

21h•$18 - $20

About The Position

The Member Services Representative is r esponsible for building positive relationships among members, participants, volunteers, and staff, with the intent to increase membership. The Representative creates a positive image of the YMCA by providing excellent customer service, actively responding to inquiries, questions and needs, efficiently handling calls, and providing accurate information. The Member Services Representative c onducts member interviews with the intention of connecting members to membership and programs based on individual interests and goals. The individual will work in a team-oriented environment. For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org) Schedule Location: Ryan Family YMCA Availability required: A minimum of 3 weekday shifts and 1 weekend shift

Requirements

6+ months of sales and relationship-building experience preferred
Passion, enthusiasm, and commitment to the mission and cause of the YMCA
An enthusiastic personality with the desire to serve members, volunteers, guests, participants and staff to create a culture of service within our centers
Conflict resolution skills, and ability to demonstrate sound judgment and initiative
Experience with basic W indows based applications
Possess basic math, grammar, and spelling skills to complete transactions
Ability to sit and stand for extended periods of time
Licensing, state law and our government funders require that staff within YMCA of San Diego County be fingerprinted, prior to reporting to work, and include subsequent arrest notifications
CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations: American Red Cross American Heart Association American Safety & Health Institute
YMCA will consider qualified applicants with a criminal history pursuant to the San Diego County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the YMCA is concerned about conviction that is directly related to the job, you will be given the opportunity to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
Find out more about the Fair Chance Ordinance by visiting the San Diego County Office of Labor Standards and Enforcement

Responsibilities

Model the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversation with members
Educate members that the YMCA is a non-profit charitable organization
Promote membership and programs and serve as an advocate for the YMCA
Monitor access to facility by ensuring members and participants check-in upon arrival to the facility
Answer all incoming phone calls in a courteous and timely manner; route incoming calls to appropriate departments and staff
Engage in active listening with members to build relationships, understand individual’s goals and interests and take the initiative to assist in the achievement of those goals
Maintain working knowledge of branch and association programs to communicate and share information to members and participants
Greet, interview, and tour future members using cause-driven sales and engagement techniques
Using cause-driven sales and engagement techniques and proper administration procedures, accurately process all membership sales, membership upgrades/downgrades, and membership renewals
Conduct member engagement and conversion efforts for all membership inquiries and tours which did not result in a join
Conduct member retention and communication efforts regarding debt collection and membership renewals
Accurately process branch insufficient payment collection transactions
Process membership cancellation requests with the intent to retain members
Implement, distribute and communicate all membership marketing campaigns and any sales related promotions
Connect members to specific programs and services; process program enrollments with the intent to increase member utilization of services
Accurately process transactions and handle cash transactions in accordance with cash handling, association, and branch policies and procedures
Process program enrollment transfers and age overrides
Build positive member relationships and cultivate member Y stories with the intention of increasing participation in our Y’s Support Campaign
Maintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application process
Responsible for processing membership and program scholarship applications
Enter data accurately and in accordance with association data entry procedures
Responsible for completing end of shift procedures, balance and account for all transactions
Process program enrollment transfers and overrides in TREC when necessary
Follow YMCA policies and procedures. Inform appropriate staff of any policy or safety concerns
Visual and auditory ability and willingness to respond to critical incidents and the physical ability to act swiftly in an emergency and follow the branch emergency plan
Ability to work as part of a team. Develops harmonious relationships with staff, members, guests and volunteers
Other duties as assigned