Member Services Representative - Mission Valley

Member Services RepresentativeThe 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.ScheduleMonday - Saturday from 5:30a.m. - 2:00p.m. and Sunday from 6a.m. - 2:30p.m.ResponsibilitiesModel the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversation with membersEducate members that the YMCA is a non-profit charitable organizationPromote membership and programs and serve as an advocate for the YMCAMonitor access to facility by ensuring members and participants check-in upon arrival to the facilityAnswer all incoming phone calls in a courteous and timely manner; route incoming calls to appropriate departments and staffEngage 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 goalsMaintain working knowledge of branch and association programs to communicate and share information to members and participantsGreet, interview, and tour future members using cause-driven sales and engagement techniquesUsing cause-driven sales and engagement techniques and proper administration procedures, accurately process all membership sales, membership upgrades/downgrades, and membership renewalsConduct member engagement and conversion efforts for all membership inquiries and tours which did not result in a joinConduct member retention and communication efforts regarding debt collection and membership renewalsAccurately process branch insufficient payment collection transactionsProcess membership cancellation requests with the intent to retain membersImplement, distribute and communicate all membership marketing campaigns and any sales related promotionsConnect members to specific programs and services; process program enrollments with the intent to increase member utilization of servicesAccurately process transactions and handle cash transactions in accordance with cash handling, association, and branch policies and proceduresProcess program enrollment transfers and age overridesBuild positive member relationships and cultivate member Y stories with the intention of increasing participation in our Y's Support CampaignMaintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application processResponsible for processing membership and program scholarship applicationsEnter data accurately and in accordance with association data entry proceduresResponsible for completing end of shift procedures, balance and account for all transactionsProcess program enrollment transfers and overrides in TREC when necessaryFollow YMCA policies and procedures. Inform appropriate staff of any policy or safety concernsVisual 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 planAbility to work as part of a team. Develops harmonious relationships with staff, members, guests and volunteersOther duties as assignedQualifications6+ months of sales and relationship-building experience preferredPassion, enthusiasm, and commitment to the mission and cause of the YMCAAn enthusiastic personality with the desire to serve members, volunteers, guests, participants and staff to create a culture of service within our centersConflict resolution skills, and ability to demonstrate sound judgment and initiativeExperience with basic Windows based applicationsPossess basic math, grammar, and spelling skills to complete transactionsAbility to sit and stand for extended periods of timeLicensing, 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 notificationsCPR/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 InstituteYMCA 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 to you. After making a conditional offer and running a background check, if the YMCA is concerned about 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 RangeUSD $17.75 - USD $20.41 /Hr.