Member Services Representative

Member Services Representative – YMCA of San Diego County

• 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 the facility by ensuring members and participants check‑in upon arrival.
• Answer all incoming phone calls in a courteous and timely manner; route calls to the appropriate departments and staff.
• Engage in active listening with members to build relationships, understand individual goals and interests, and take the initiative to assist in the achievement of those goals.
• Maintain working knowledge of branch and association programs to effectively communicate and share information with 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, upgrades/downgrades, and renewals.
• Conduct member engagement and conversion efforts for all membership inquiries and tours that 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 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 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 to increase participation in the Y Support Campaign.
• Maintain working knowledge of scholarship programs, actively encouraging and assisting members in the successful completion of the application process.
• Process membership and program scholarship applications.
• Enter data accurately in accordance with association data entry procedures.
• Responsible for completing end‑of‑shift procedures, balancing and accounting 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.
• Demonstrate visual and auditory ability and willingness to respond to critical incidents and act swiftly in an emergency following the branch emergency plan.
• Work as part of a team, developing harmonious relationships with staff, members, guests, and volunteers.
• Other duties as assigned.

• 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 a desire to serve members, volunteers, guests, participants, and staff, creating a culture of service within our centers.
• 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 of time.
• Licensing, state law, and government funder requirements: staff must be fingerprinted prior to reporting to work and must maintain ongoing arrest notification compliance; CPR/AED and First Aid Certification (adult and child/infant) must be obtained within 30 days of hire from a recognized certifying organization (American Red Cross, American Heart Association, or American Safety and 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. After a conditional offer and background check, if the YMCA is concerned about a 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.

Pay Range: USD $17.25 – $20.41 / hour.

• Entry level

• Full‑time

• Other

• Non‑profit Organizations

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