Member Services Representative - Point Loma

Overview

The Member Services Representative is responsible 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 providingaccurateinformation. The Member Services Representative conducts member interviews with the intention of connecting members to membership and programs based on individual interests andgoals.

The individual will work in ateam-oriented environment.

For information on Y Employee Perks, click on this link:

Employee Benefits | YMCA of San Diego County (ymcasd.org)

Schedule

• Ryan Family YMCA - Point Loma
• Flexibility to open (5:15am), work mid-day, evenings and weekends

• 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 andtimelymanner; route incoming calls toappropriatedepartmentsand staff

• Engage in active listening with memberstobuild relationships, understand individual’s goals and interests and take the initiative toassistin the achievement of those goals

• Maintain working knowledge of branch and association programstocommunicate 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 notresult in a join

• Conduct member retention and communication effortsregardingdebt collection and membership renewals

• Accurately process branch insufficient payment collection transactions

• Process membership cancellation requests with the intent toretainmembers

• 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 increasememberutilizationof services

• Accurately process transactions and handle cash transaction sin accordance withcash 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 andassistingmembers in the successful completion of the application process

• Responsible for processing membership and program scholarship applications

• Enter data accurately andin 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 staffof any policy or safety concerns
• Visual and auditory ability and willingness to respond to critical incidents and the physical ability to act swiftlyin 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

• 6+ months ofsales 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 Windows based…