Sr. Member Services Representative (Blingual) - San Ysirdo

YMCA of San Diego County; San Diego (CA); On-site; USD 26,000 - 32,000; Full time

Job summary

YMCA of San Diego County is hiring a Sr. Member Services Representative for Border View Family YMCA in San Ysidro, CA. The role focuses on building positive relationships with members and guiding them to the right memberships and programs.

The position requires 2+ years in sales and relationship-building, strong communication skills, and a bilingual (Spanish/English) capability. Duties include staffing the front desk, interviews, and leading team members when needed.

Qualifications

• 2+ years’ of sales and relationship-building experience.
• Passion, enthusiasm, and commitment to the YMCA mission.
• Enthusiastic personality with the desire to serve members, volunteers, guests, participants and staff.
• Strong interpersonal, verbal and written communication skills with diverse groups.
• Ability to work as part of a team and develop harmonious relationships.
• Conflict resolution skills and good judgment and initiative.
• Ability to multitask with attention to detail.
• Experience with basic Windows-based applications.
• Possess basic math, grammar, and spelling skills for transactions.
• Fingerprinting required; background check after conditional offer.

Responsibilities

• Model the YMCA values in all member interactions.
• Monitor facility access and answer calls per policies.
• Engage in active listening to understand member goals.
• Maintain knowledge of branch and programs to inform members.
• Greet, interview, and tour prospective members using sales techniques.
• Process membership sales, upgrades/downgrades, and renewals.
• Process program scholarship applications.
• Implement membership marketing campaigns and promotions.
• Support and train Member Services Representatives.
• Serve as Manager on Duty when higher management is away.

Skills

Sales experience

Bilingual

Customer service

Communication

Tools

Windows basics

Job description

Overview

The Sr. Member Services Representative is responsible for building positive relationships among members, participants, volunteers and staff, with the intent to grow 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. As well, conduct member interviews with the intention of connecting members to membership and programs based on individual interests and goals. The individual in the position will work in a team-oriented environment. The Representative will serve as Manager on Duty when higher management is out of the office. The Sr. Member Services Representative assists with front desk operations by providing leadership, training, and support to Member Services Representative employees in addition to completing general Membership administrative duties.

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

Schedule

• Location: Border View Family YMCA - San Ysidro
• Bilingual Spanish/English required
• Monday - Thursday, 3:00pm - 8:45pm; Fridays, 6:45am - 12:00pm; Saturdays, 7:45am - 1:15pm

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
• Monitor access to facility and answer all incoming phone calls according to Association policies and procedures
• 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
• Process program scholarship applications
• Implement, distribute, and communicate all membership marketing campaigns and any sales related promotions
• 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
• Serve as Manager on Duty when higher management is out of the office
• Process program enrollment transfers and overrides in TREC when necessary
• 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

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.

Qualifications

• 2+ years’ of sales and relationship-building experience
• 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
• Strong interpersonal, verbal and written communication skills with the ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Ability to work as part of a team and develop harmonious relationships with staff, members, guests and volunteers
• Conflict resolution skills, and ability to demonstrate sound judgment and initiative
• Ability to effectively manage multiple tasks simultaneously with attention to detail
• Experience with basic Windows based applications
• Possess basic math, grammar, and spelling skills to complete transactions
• 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

Pay Range

USD $19.69 - USD $23.63 /Hr.