Member Service Representative

Position Summary
Under the supervision of the Member Services Coordinator, the Member Services Representative is responsible for building positive relationships among members, participants, volunteers and staff, with the intent to grow membership. Create 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. Conduct member interviews with the intention of connecting members to membership and programs based on individual interests and goals. Work in a team-oriented environment.

Essential Functions

• Model the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversations 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 to the facility
• Answer all incoming phone calls in a courteous and timely manner; route incoming calls to appropriate departments and staff
• Responds to telephone inquiries, emails, and messages from online communication platforms in a courteous and timely manner; provides front desk support and serves as the first point of contact for members, prospective members, participants, volunteers, and staff.
• Engage in active listening with members in order 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 association programs in order to communicate and share information to members and participants
• Greet, interview and tour future members using cause-driven sales and engagement techniques
• Provide assistance with and properly track item rentals and resale items
• Maintain and organize lost & found items. Maintain an orderly front desk including cleanliness of lobby and lobby tables, organization of flyers, and counter spaces
• Accurately process all membership sales, membership upgrades/downgrades, membership adjustments, etc.
• Conduct member engagement and conversion efforts for all membership inquiries and tours which did not result in a join
• Conduct member retention and communication efforts in regard to debt collection and membership renewals
• Accurately process insufficient payment collection transactions
• Assist with membership cancellation requests with the intent to retain members
• Distribute and communicate all membership marketing campaigns and any sales related promotions
• Connect members to specific programs and services; process program enrollments with the intent to increase member utilization of services
• Accurately process transactions and handle transactions in accordance with money handling, policies and procedures
• Process program enrollments
• 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
• Responsible for accepting membership and program scholarship applications
• Enter data accurately and in accordance with association data entry procedures
• Monitors members' behavior and facilities use; ensuring compliance with policies listed in the Santa Monica Family YMCA Code of Conduct
• Opening and closing responsibilities
• Responsible for completing close-out procedures, balance and account for all transactions
• Review and assist with the actualizing of member satisfaction and suggestion feedback.
• Follow YMCA policies and procedures.

Qualifications

• Minimum 18 years of age
• Six months sales and relationship-building experience preferred
• Must be able to relate effectively to diverse groups of people from all social and economic segments of the community.
• Must demonstrate strong customer service and professional conduct and work harmoniously with others.
• 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, listening and spelling skills to complete transactions
• Ability to sit and stand for extended periods of time

• 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