Membership Support Representative

Imagine being part of one of the most respected human services organizations in the world—a place where your work positively influences the lives of others, a place where you thrive in a values-based environment, a place where you are building a better future for yourself and your community.General Function:Under the supervision of the Senior Director of Member Engagement, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Membership Support Representative is responsible for delivering world-class service to members and guests through a variety of contact methods to include phone and digital communication.  With an emphasis on ensuring the highest quality service to members and guests and accurate accounting the incumbent will ensure we hold true to our commitment of delivering exceptional experiences.Qualifications:  1.    Minimum 21 years of age. 2.    Working knowledge of computers and experience with a variety of software applications.3.    Ability to interact with people from all ethnic backgrounds, ages, and lifestyles.4.    Communication - Must possess good written and verbal communication skills.5.    Knowledge Retention – Must be able to learn and memorize and retain large amounts of information.6.    Attention to Detail – Must be focused and attentive to details.7.    Organization – must be organized and able to juggle multiple tasks and prioritize efficiently.8.    Flexibility – must be able to meet the needs of diverse customer base.9.    Friendly – must project a consistently positive demeanor.10.  Calm under pressure – must have the ability to remain calm in stressful situations and conversations.11.  Speed – must be able to problem-solve and work quickly under pressure.12.  Creativity – must have the ability to be creative about solutions for a variety of problems and issues.13.  Certification in CPR/First Aid/AED/O2 required within 60 days of hire.14.  Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.15.  Satisfactory completion of a criminal background check and Child Protective Services check.Essential Functions:  · Supports the mission, vision and goals of the YMCA.· Promotes a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.· Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility. · Promotes and participates in association task forces, committees and/or workgroups to promote Center and Association unity.· Promotes and participates in YMCA fundraising efforts to include Annual and Capital Campaigns. 1.    Inbound Contact:· Serve customer inquiries through a variety of inbound communication methods.· Research required information using available resources.· Manage and resolve customer complaints.· Enter and update customer information into databases.· Process necessary transactions and applications.· Identify and escalate priority issues. · Route calls to appropriate resources.· Follow up on customer calls where necessary, ensuring accuracy and exceptional service.· Document all call information according to standards.· Use creative techniques to solve members' problems, ensuring world-class service.2.    Outbound Contact:· Contact businesses or private individuals through a variety of outbound communication methods.· Deliver prepared sales scripts to persuade prospective members or participants to join or enroll.· Identify and overcome objections for the prospective members or participants.· Obtain customer information and take them through the sales process.· Obtain possible customer leads.· Maintain customer and potential customer database, to include recording complete notes on interactions.· Follow up on initial contacts.3.    Account Maintenance:· Accurately process membership account change requests.· Maintain membership accounts, based on promotion maintenance.· Manage corporate membership processes, payments, and account changes.· Maintain child care and program account changes, based on requests.· Audit membership accounts and provide accurate corrections and feedback to aid in training opportunities.4.    Billing and Finance:· Create and send membership and program invoices.· Monitor and manage of third-party payment services collection efforts and update accounts as necessary.· Manage EFT and Credit Card returns to include account maintenance and member contact.· Create third-party billing invoices and usage reports, as needed.· Process individual and corporate incoming payments, as needed.5.    Emergency Response:· Provide outbound calls to members and participants, based on situational need.· Receive and manage inbound calls, based on situational need.· Inform, care, and serve members and participants about service-interruption, or other unexpected needs as they arise.· Manage accounts according to unexpected changes and association or member needs.YMCA Competencies (Leader): Engaging Community, Communication & Influence, Inclusion, Collaboration, Functional Expertise.Skills And Ability Requirements:1.    Ability to read, analyze and interpret documents.  2.    Ability to respond effectively to inquiries or complaints.  3.    Ability to apply mathematical concepts to practical situations.  4.    Ability to reason and define difficult problems with limited direction as to means and results.  5.    Ability to meet the physical demands of this position. Effect On End Result:1.    The membership growth and retention plan for the association is achieved.2.    A high degree of member satisfaction is achieved as measured by NPS, customer satisfaction scores, and retention rate.3.    A positive image of the YMCA is portrayed to members, staff, volunteers and the community.4.    An engaging and positive working environment is maintained for all staff.5.    Relationships are strengthened through intentional interactions.6.    Superior quality standards are met.Excellent benefits, including 12% retirement upon meeting the requirements of the National YMCA Retirement Fund.  65% employee paid health/dental insurance, FSA, $25,000 Life/AD&D policy, vacation and sick leave.  Includes YMCA Family Membership.