Member Services Representative - Rancho Penasquitos

YMCA of San Diego County; San Diego (CA); On-site; USD 24,000 - 28,000; Part time

Job summary

YMCA of San Diego County is seeking a Member Services Representative at the Rancho Family YMCA to build relationships with members, answer inquiries, and promote programs. You will handle membership transactions, check-ins, and contribute to a positive, service-oriented environment.

The role requires friendly communication, active listening, and the ability to work on weekdays with some weekend shifts. CPR/First Aid certification is preferred and fingerprinting is required for employment.

Qualifications

• 6+ months of sales and relationship-building experience preferred.
• Ability to provide excellent customer service and communicate clearly.
• Willingness to participate in continued training and development.

Responsibilities

• Model YMCA values in all member interactions.
• Promote memberships and programs; serve as advocate for the YMCA.
• Process membership sales, upgrades/downgrades, and renewals accurately.
• Answer inbound calls courteously and route to appropriate departments.
• Greet, interview, and tour prospective members using engagement techniques.
• Maintain knowledge of branch programs and communicate them to members.
• Balance and reconcile transactions at end of shift.
• Ensure member check-in and safety procedures are followed.

Skills

Customer service

Sales

Communication

Teamwork

Active listening

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: Rancho Family YMCA - Rancho Penasquitos
• Must be available at least 2 weekdays, and 1 full weekend day
• 7:15am - 12:15pm, or further hours available

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 $20.41 /Hr.