Membership Service Representative I (16Yrs Or Older)

The YMCA of Metropolitan Los Angeles is not only the premiere non-profit in Los Angeles, it is also a great place to work, make a difference in your community and meet like-minded individuals. With twenty-six branches, three camps and over fifty child care sites, the LA Y is a highly-collaborative, rewarding and fun environment where you will discover your passion, grow your career and make an impact!

We believe in the four Core Values of Caring, Honesty, Respect and Responsibility and understand that our staff are our biggest asset! We strive to create high-performing, strong teams in each of our branches and are looking for passionate and enthusiastic staff who will help us to strengthen our impact, empower our community and deliver incredible programming!

Position Description

The Membership Service Representative is responsible for leading membership growth including marketing and lead generation, prospect management, and conversion to membership. The Membership Service Representative will meet and exceed sales goals by handling all membership inquiries (phone, email, in person), identifying and actively problem-solving to overcome objections/obstacles to joining. Other responsibilities will include community outreach by participating in the planning and execution of membership marketing events in an effort to increase membership growth.

Qualifications

• AGE: 16 years or older. Under 18, work permit required
• EDUCATION: High school diploma or equivalent
• SPECIALIZED SKILLS: Strong character values; communication skills; Basic computer skills and working knowledge of M/S Office
• RELATED EXPERIENCE: Customer service experience preferred
• AVAILABILITY: Must be available to work a minimum of 15 hours per week

WORK ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS

• You must have the physical, visual, and auditory ability to perform the essential functions of the job with or without reasonable accomodations.

Responsibilities

• Create a welcoming environment for all by warmly greeting members
• Provide excellent customer service to members, guests, and program participants
• Ensure all membership and program enrollments are accurately processed. Ensure all member contact information is current by confirming during registration.
• Process program registrations, payments, and membership transactions
• Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting a tour
• Provide access control by confirming that all memberships are active and up to date by scanning upon entry. This includes checking to ensure photo on membership card matches individual entering the facility as well checking Member Access Notes to resolve any outstanding matters.
• Provide support to Membership Team sales goals when necessary, including:
  • Providing over the phone and in-person prospective member interviews, and provide welcoming and thorough tours. Close all interviews/tours with an invitation to join the YMCA.
• Respond promptly and courteously to all member complaints, compliments and inquiries while following the appropriate procedures at all times.
• Understand and be able to discuss and promote all YMCA programs. Inform members of YMCA programs that will meet their changing needs and interests.
• Engage with members regarding their participation in YMCA Programs, Annual Support Campaign, and special events.
• Offer possible options when members inquire into cancellations, while following all appropriate procedures.
• Pass policies, and administrate member issues as they arise. Positively interpret these policies to members.
• Follow daily cash handling procedures when processing payments and end of day reconciliation.
• Attend staff meetings and trainings as required.
• Uphold YMCA policies for safety, supervision, mandated reporting and risk management.
• Demonstrate the Six Pillars of Character (Trustworthiness, Citizenship, Respect, Responsibility, Caring, Fairness) as well as the YMCA Core Values of caring, respect, honesty and responsibility in all dealings with members, guests, volunteers and fellow staff.
• Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness and personal growth.
• All other duties as assigned by your supervisor.