Member Services Representative - La Mesa

YMCA of San Diego County•La Mesa, CA

9d•$18 - $20•Onsite

About The Position

The Member Services Representative builds positive relationships with members, participants, volunteers, and staff to help increase membership and create 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. The Representative interviews members to connect them with memberships and programs suited to their interests and goals, and works in a team-oriented environment. The position is based at the John A. Davis Family YMCA in La Mesa. Open availability is required, preferably for morning shifts between 5:45 a.m. and 1:30 p.m. The representative must be available to work at least two weekdays and one weekend day.

Requirements

Passion, enthusiasm, and commitment to the YMCA’s mission and cause.
Enthusiastic, service-oriented approach with a desire to serve 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 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.
CPR/AED and First Aid certification covering adults and children/infants, obtained within 30 days of hire, from the American Red Cross, American Heart Association, American Safety & Health Institute, or YMCA.

Nice To Haves

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

Responsibilities

Model YMCA character values of caring, honesty, respect, and responsibility through actions and conversations with members.
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, and route calls to appropriate departments and 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 share relevant 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 according to administrative procedures.
Follow up with membership inquiries and tours that did not result in a membership to encourage engagement and conversion.
Conduct member retention and communication efforts related to debt collection and membership renewals.
Process branch insufficient-payment collection transactions accurately.
Process cancellation requests with the intent to retain members.
Implement, distribute, and communicate membership marketing campaigns and sales promotions.
Connect members with programs and services, and process program enrollments to increase utilization.
Process transactions accurately, including cash transactions, in accordance with cash-handling and YMCA policies and procedures.
Process program enrollment transfers and age overrides, including transfers and overrides in TREC when necessary.
Build positive member relationships and cultivate member Y stories to encourage 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 according to association 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.