Member Services Representative

Responsibilities

• Model the YMCA character values of caring, honesty, 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 the 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 individuals 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.