YMCA of San Diego County
Member Services Representative - Rancho Penasquitos
YMCA of San Diego County, San Diego, California, United States, 92189
Overview
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.
For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)
Schedule
Location: Rancho Family YMCA
Must be available 3 weekdays: flexible hours
Must be available Saturdays: 6:45 am – 11:30 am, 6:45 am – 3:15 pm, or 10 am – 3:15 pm
Some Sundays: 7:45 am – 12:15 pm
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
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 the facility by ensuring members and participants check‑in upon arrival
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 individual 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 with 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, upgrades, downgrades, and renewals
Conduct member engagement and conversion efforts for all membership inquiries and tours that 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 to increase member utilization of services
Accurately process transactions and handle cash 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 Y’s Support Campaign
Maintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application process
Process membership and program scholarship applications
Enter data accurately and in accordance with association data‑entry procedures
Complete 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
Respond to critical incidents with visual and auditory awareness, acting swiftly in emergencies and following the branch emergency plan
Work as part of a team and develop harmonious relationships with staff, members, guests, and volunteers
Other duties as assigned
Qualifications
6+ months of sales and relationship‑building experience preferred
Passion, enthusiasm, and commitment to the mission and cause of the YMCA
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
Fingerprinting, prior to reporting to work, and inclusion of subsequent arrest notifications as required by state law and government funders
CPR/AED and First Aid Certification (Adult and Child/Infant) obtained within 30 days of hire 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 a 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 Range USD $17.25 – USD $20.41 /Hr.
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For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)
Schedule
Location: Rancho Family YMCA
Must be available 3 weekdays: flexible hours
Must be available Saturdays: 6:45 am – 11:30 am, 6:45 am – 3:15 pm, or 10 am – 3:15 pm
Some Sundays: 7:45 am – 12:15 pm
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
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 the facility by ensuring members and participants check‑in upon arrival
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 individual 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 with 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, upgrades, downgrades, and renewals
Conduct member engagement and conversion efforts for all membership inquiries and tours that 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 to increase member utilization of services
Accurately process transactions and handle cash 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 Y’s Support Campaign
Maintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application process
Process membership and program scholarship applications
Enter data accurately and in accordance with association data‑entry procedures
Complete 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
Respond to critical incidents with visual and auditory awareness, acting swiftly in emergencies and following the branch emergency plan
Work as part of a team and develop harmonious relationships with staff, members, guests, and volunteers
Other duties as assigned
Qualifications
6+ months of sales and relationship‑building experience preferred
Passion, enthusiasm, and commitment to the mission and cause of the YMCA
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
Fingerprinting, prior to reporting to work, and inclusion of subsequent arrest notifications as required by state law and government funders
CPR/AED and First Aid Certification (Adult and Child/Infant) obtained within 30 days of hire 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 a 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 Range USD $17.25 – USD $20.41 /Hr.
#J-18808-Ljbffr