Sr. Member Services Representative - South Bay

At the Y, it’s more than a job – it’s bettering our community.

Ready to join us at our South Bay Family YMCA?

ABOUT THE SR. MEMBER SERVICES REPRESENTATIVE ROLE

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. Serve as Manager on Duty when higher management is out of the office. Assist with front desk operations by providing leadership, training and support to Member Services Representative employees in addition to completing general membership administrative duties.

ESSENTIAL FUNCTIONS

• Educate members that the YMCA is a non-profit charitable organization
• Conduct member interviews with the intention of connecting members to membership and programs based on individual interests and goals
• Monitor access to 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
• Maintain working knowledge of branch and 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
• Conduct member engagement and conversion efforts for all membership inquiries and tours which did not result in a join

QUALIFICATIONS

• Must be 18 or older
• 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
• Bilingual Spanish/English preferred
• 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
    

COMPETENCIES

• 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

TRAVEL REQUIREMENTS: This position does not require travel throughout San Diego County.

SCHEDULE: This role is in-person at the South Bay Family YMCA - Monday - Friday (4:30am - 1pm) and every other Saturday (7am - 3:30am)

Y EMPLOYEE PERKS 

• FREE Complete Gym Membership, including access to Pools, workout classes and 30% off eligible programs
• Professional Growth
• Community Involvement
• Looking for Benefits? We’ve got you covered:
• Medical, Dental, Vision and Life Insurance
• Employee Assistance Program (EAP)
• Pet Insurance
• PTO (Sick time, vacation days, personal days and paid holidays)
• Retirement Contributions
• Employee Discount Program
• Education Benefits
• For more on Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)