Job Details

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 providing accurate information. The Member Services Representative conducts member interviews with the intention of connecting members to membership and programs based on individual interests and goals. The individual will work in a team-oriented environment.

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Schedule

• Location: Mission Valley YMCA
• Shift Times:
  • Open availability preferred

• 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 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

• 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 Ys 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