Member Services Representative - Kearny Mesa

YMCA of San Diego County; San Diego (CA); On-site; USD 24,000 - 26,000; Full time

Job summary

YMCA of San Diego County is seeking a Member Services Representative at Toby Wells YMCA. The role focuses on building positive member relationships, promoting memberships and programs, and delivering outstanding customer service.

You will handle inquiries, process sales and renewals, and assist with scholarship programs while upholding YMCA values. The position requires 6+ months in sales/relationship-building, strong people skills, and CPR/First Aid certification within 30 days of hire.

Qualifications

• 6+ months of sales and relationship-building experience preferred.
• Passion and commitment to YMCA mission.
• Enthusiastic personality with service mindset.
• Conflict resolution skills and sound judgment.
• Experience with basic Windows applications.
• Basic math, grammar, and spelling skills for transactions.
• CPR/AED and First Aid certification within 30 days of hire (from American Red Cross/American Heart Association/ American Safety & Health Institute)

Responsibilities

• Model YMCA values of caring, honesty, respect and responsibility in every interaction.
• Educate members that YMCA is a non-profit organization.
• Promote memberships and programs; advocate for YMCA.
• Monitor facility access; ensure check-in of members/participants.
• Answer calls courteously and route to appropriate staff.
• Engage in active listening to understand goals and interests.
• Maintain knowledge of programs to share with members.
• Greet and interview prospective members using cause-driven sales.
• Process membership sales, upgrades/downgrades, and renewals.
• Engage members to convert inquiries/tours into join.
• Support retention and debt-collection communications for renewals.
• Process branch payment collections and ensure accuracy.
• Handle membership cancellations to retain members.
• Execute and communicate membership marketing campaigns.
• Connect members to programs and process enrollments to boost utilization.
• Process cash transactions per policies.
• Handle program enrollment transfers and age overrides.
• Build positive member relationships and stories for campaigns.
• Assist with scholarship applications and maintain knowledge of programs.
• Enter data per data-entry procedures; complete end-of-shift procedures.
• Process program enrollment transfers/overrides in TRE C when needed.
• Follow YMCA policies; report safety concerns.
• Respond to emergencies; work as part of a team.
• Other duties as assigned

Skills

Sales experience

People skills

Conflict resolution

Windows basics

Math & literacy

CPR/First Aid

Tools

Windows

Job description

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.

Schedule

• Location: Toby Wells YMCA
• Must be available for a minimum of 2 weekday sifts, and 1 weekend shift

Responsibilities

• Model the YMCA character values of caring, honesty,respectand responsibility in all aspects of positionresponsibilities, 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 andinterests and take the initiative toassistin the achievement of those goals
• Maintain working knowledge of branch and association programstocommunicate and shareinformation 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, accuratelyprocess 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,distributeand communicate all membership marketing campaigns and any sales relatedpromotions
• Connect members to specific programs and services; process program enrollments with the intent to increasememberutilizationof services
• Accurately process transactions and handle cash transactionsin 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 increasingparticipation in our Y’s Support Campaign
• Maintain working knowledge of scholarship programs, while actively encouraging andassistingmembers in thesuccessful completion of the application process
• Responsible for processing membership and program scholarship applications
• Enter data accurately andin accordance withassociation data entry procedures
• Responsible for completing end of shift procedures,balanceand account for all transactions
• Process program enrollment transfers and overrides in TREC when necessary
• Follow YMCA policies and procedures. Informappropriate 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

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

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 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 CountyOffice of Labor Standards and Enforcement.

Pay Range

USD $17.75 - USD $18.75 /Hr.