POSITION SUMMARYUnder 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 FUNCTIONSModel the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversations with membersEducate members that the YMCA is a non-profit, charitable organizationPromote membership and programs and serve as an advocate for the YMCAMonitor access to the facility by ensuring members and participants check-in upon arrival to the facilityAnswer all incoming phone calls in a courteous and timely manner; route incoming calls to appropriate departments and staffResponds 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 goalsMaintain working knowledge of association programs in order to communicate and share information to members and participantsGreet, interview and tour future members using cause-driven sales and engagement techniquesProvide assistance with and properly track item rentals and resale itemsMaintain and organize lost & found items. Maintain an orderly front desk including cleanliness of lobby and lobby tables, organization of flyers, and counter spacesAccurately 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 joinConduct member retention and communication efforts in regard to debt collection and membership renewalsAccurately process insufficient payment collection transactionsAssist with membership cancellation requests with the intent to retain membersDistribute and communicate all membership marketing campaigns and any sales related promotionsConnect members to specific programs and services; process program enrollments with the intent to increase member utilization of servicesAccurately process transactions and handle transactions in accordance with money handling, policies and proceduresProcess program enrollmentsBuild positive member relationships and cultivate member Y stories with the intention of increasing participation in our Y's Support CampaignMaintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application processResponsible for accepting membership and program scholarship applicationsEnter data accurately and in accordance with association data entry proceduresMonitors members' behavior and facilities use; ensuring compliance with policies listed in the Santa Monica Family YMCA Code of ConductOpening and closing responsibilitiesResponsible 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. QUALIFICATIONSMinimum 18 years of ageSix months sales and relationship-building experience preferredMust 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 YMCAAn enthusiastic personality with the desire to serve members, volunteers, guests, participants and staff to create a culture of service within our centersConflict resolution skills, and ability to demonstrate sound judgment and initiativeExperience with basic windows-based applicationsPossess basic math, grammar, listening and spelling skills to complete transactionsAbility to sit and stand for extended periods of timeCPR/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 CrossAmerican Heart AssociationAmerican Safety & Health Institute