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 II is responsible for providing a warm and welcoming atmosphere for members, participants and guest while providing and helpful information and excellent customer service. This position is responsible for all aspects of membership relations, including new member management, member satisfaction and member retention.

Qualifications

• AGE: 18 years or older
• EDUCATION: high school diploma; Bachelor's degree in Physical Education, Kinesiology, Exercise Science, or related field, preferred.
• SPECIALIZED SKILLS: Strong character values; communication skills; Basic computer skills and working knowledge of M/S Office.
• CERTIFICATIONS: WELLNESS CENTER AT THE Y, ORIENTATION TO HEALTHY LIVING AT THE Preferred: YMCA FOUNDATIONS OF STRENGTH AND CONDITIONING
• RELATED EXPERIENCE: (2) years of customer service experience.
• 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 accommodations.
• Bend, stoop, be able to lift at least 45lbs and be able to stand for periods of time up to (1) hour.

Responsibilities

• Create a welcoming environment for all by warmly greeting all members and guests.
• Provide excellent customer service to members, guests, and program participants.
• Ensure all membership and program enrollments are accurately processed ensuring all member information is current, by confirming contact information during enrollment.
• Process program registrations, payments, and membership enrollments.
• Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting an interview.
• Provide access control by confirming that all membership cards are scanned upon entry to ensure membership is active and up to date. This includes checking to ensure photo on membership card matches individual entering the facility as well as checking Member Access Notes to resolve any outstanding matters when necessary.
• 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.
• Provide support to YMCA branch operations when necessary, through cross-training in at least (1) other department. This may include but not limited to:
  • Child Activity Center, Healthy Living, Aquatics, Child Care, Admin
• Conduct member appointments with members to help them develop and meet their fitness goals.
• Create a safe environment by being aware of your surroundings and monitoring members to ensure they are performing exercises correctly; explain/demonstrate proper form to members when necessary.
• 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.
• Engage recently joined members by contacting them and connecting them to other programs.
• Comply with and enforce Code of Conduct, Dress Code, Cell Phone, AWAY, Member Guest and Guest 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.
• Monitor fitness room to ensure equipment is functioning, put away and clean by completing daily checklist.
• 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.