Member Services Representative - Santee

Responsibilities

• Model the YMCA character values of caring, honesty, respect, and responsibility in all aspects of the position, particularly through actions and conversation 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.
• Answer all incoming phone calls in a courteous and timely manner; route calls to appropriate departments and staff.
• Engage in active listening with members to build relationships, understand individual goals and interests, and assist in achieving those goals.
• Maintain working knowledge of branch and association programs to communicate and share information with members and participants.
• Greet, interview, and tour future members using cause-driven sales and engagement techniques.
• Process all membership sales, upgrades/downgrades, and renewals accurately using cause-driven sales techniques and proper administrative procedures.
• Conduct member engagement and conversion efforts for all membership inquiries and tours that did not result in a join.
• Conduct member retention and communication efforts regarding debt collection and membership renewals.