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Member Services Associate

2 months ago

Los Angeles, California, United States Ymcala Full time

The YMCA of Metropolitan Los Angeles stands as a leading non-profit organization, offering a fulfilling workplace where you can contribute positively to your community and connect with individuals who share your values. With numerous branches, camps, and childcare sites, the LA Y fosters a collaborative, rewarding, and enjoyable environment that encourages personal growth and career development.

We uphold the four Core Values of Caring, Honesty, Respect, and Responsibility, recognizing that our employees are our greatest asset. Our aim is to build high-performing teams across all branches, seeking dedicated and enthusiastic individuals who can help enhance our impact, empower our community, and deliver exceptional programming.

Position Overview

The Membership Service Representative plays a crucial role in creating a friendly and inviting atmosphere for members, participants, and guests. This position is tasked with managing all facets of membership relations, focusing on new member onboarding, member satisfaction, and retention strategies.

Qualifications

A high school diploma or equivalent is required; a four-year degree is preferred.

Demonstrated strong character values, excellent written and verbal communication skills, basic computer proficiency, and familiarity with Microsoft Office are essential.

Previous customer service experience is highly valued.

Key Responsibilities

  1. Foster a welcoming environment by greeting all members and guests warmly.
  2. Deliver outstanding customer service to members, guests, and program participants.
  3. Ensure accurate processing of all membership and program enrollments, confirming that member information is up-to-date.
  4. Handle program registrations, payments, and membership enrollments efficiently.
  5. Respond to inquiries with accurate and comprehensive information, whether over the phone or in person.
  6. Manage access control by verifying membership cards upon entry, ensuring active and current memberships.
  7. Support the Membership Sales Team as needed, conducting prospective member interviews and providing thorough facility tours.
  8. Address member feedback, including complaints and compliments, promptly and courteously, adhering to established procedures.
  9. Promote YMCA programs that align with members' evolving needs and interests.
  10. Engage with members regarding their involvement in YMCA programs, fundraising campaigns, and special events.
  11. Offer guidance on cancellation options while following the appropriate protocols.
  12. Enforce policies related to conduct, dress code, and guest access, interpreting these positively to members.
  13. Adhere to daily cash handling procedures for processing payments and completing end-of-day reconciliations.