Member Services Representative - Encinitas

YMCA of San Diego County • Part-time • Encinitas, California • 2w ago

Overview

The Member Services Representativeis responsible forbuilding 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 respondingto inquiries,questionsand needs, efficiently handlingcalls,and providingaccurateinformation. The Member Services Representative conducts memberinterviews with the intention of connecting members to membership and programs based on individual interests andgoals.The individual will work in ateam-orientedenvironment.

For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)

Schedule

Monday, Tuesday, and Thursday 2pm - 6pm

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

Qualifications

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 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