The Sr. Member Services Representative is responsible for building positive relationships among members, participants, volunteers and staff, with the intent to grow 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. As well, conduct member interviews with the intention of connecting members to membership and programs based on individual interests and goals. The individual in the position will work in a team-oriented environment. The Representative will serve as Manager on Duty when higher management is out of the office. The Sr. Member Services Representative assists with front desk operations by providing leadership, training, and support to Member Services Representative employees in addition to completing general Membership administrative duties. 

For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)

Schedule

• Weekdays (2:30pm - 8:30pm) and Weekends (7:30am - 4:00pm)

• Model the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversation with members 

• Monitor access to facility and answer all incoming phone calls according to Association policies and procedures

• Engage in active listening with members 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 branch and Association programs to communicate and share information to 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, membership upgrades/downgrades, and membership renewals 

• Process program scholarship applications 

• Implement, distribute, and communicate all membership marketing campaigns and any sales related promotions 

• 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 

• Serve as Manager on Duty when higher management is out of the office
• Process program enrollment transfers and overrides in TREC when necessary

• 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 
• Other duties as assigned

• 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 

• Licensing, state law and our government funders require that staff within YMCA of San Diego County be fingerprinted, prior to reporting to work, and include subsequent arrest notifications 
• 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