Membership Sales Representative

POSITION SUMMARY

The Membership Sales Representative is responsible for leading membership growth including marketing and lead generation, prospect management, and conversion to membership. The Membership Sales 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.

SCHEDULE: Monday to Friday 11am to 8pm

MINIMUM QUALIFICATIONS

• EDUCATION: high school diploma or equivalent required; 4-year degree preferred
• SPECIALIZED SKILLS: Strong character values; written & verbal communication skills; basic computer skills and working knowledge of M/S Office; trained in Listen First, preferred

• RELATED EXPERIENCE: 1-2 years marketing and sales experience

Know-How:

• High school diploma or equivalent required.
• 3-5 years of experience in Customer Service and Office Operation.
• Knowledge of computers, standard software, word processing, copiers and other standard office equipment necessary for daily efficient office operations.
• Current First Aid and CPR certifications
• Must be attentive to details, be able to work with and meet deadlines, take initiative to develop and provide information and controls necessary for efficient operations.
• Must have excellent human relation, written and oral communication skills.
• Must be able to multi-task, take initiative in making decisions and solving problems in the areas of assigned responsibilities and in the best interests of executive leadership
• Must be able to work independently with little supervision and under pressure while maintaining a positive attitude.
• Ability to work efficiently independently with little supervision and as part of a team.
• Organizational, time management & Problem/Resolution abilities
• Display a personal commitment to program development and quality customer service.
• Ability to represent the YMCA in a mature and professional manner.
• Valid Driver’s License.

Physical Requirement:

• Sight, Hearing and Speaking
• Standing, Walking, Stooping, Kneeling, Squatting, Climbing, Sitting
• Lifting and carrying a minimum of 50 lbs.

• Pulling a minimum of 100 lbs.

ESSENTIAL FUNCTIONS

Program Delivery

1. Create a welcoming environment for all by warmly greeting all members and guests.

2. Assist Associate Membership Director to develop strategies to drive potential members and retain existing members through marketing initiatives including: social media, word of mouth, referrals, acquisition events etc.

3. Participate in all membership promotional campaigns, events and initiatives; include contact data collection for prospects; follow up for promotional activities; support program initiatives as necessary.

4. Obtain sales leads via walk-ins, telephone inquiries and membership marketing events

5. Conduct all phone and in-person prospective member interviews (during hours worked), and provide welcoming and thorough tours; Close all interviews/tours with an invitation to join the YMCA; Meet or exceed individual monthly sales goals.

6. Follow up with all prospects in an effort to convert prospects to membership; meet or exceed monthly prospecting goals.

Member Engagement

• Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting an interview; understand and be able to discuss and promote all YMCA programs
• Provide supplementary support to Membership Service team when necessary including:

a. Provide excellent customer service to members, guests, and program participants.

b. Process program registrations, payments, and membership enrollments.

c. Provide welcome facilitation (a.k.a. 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.

3. Intervene in all membership cancellations and conduct all associated exit interviews; strive to save relationships.

d. Track issues to look for patterns in cancellation issues; actively work to resolve recurring issues.

Administration & Compliance

1. Complete necessary reporting as it relates to new member growth, including data management and report analysis (e.g. weekly tour/pass reports and conversion rates, Percent of new member/prospect records with email/phone, etc.).

2. Attend staff meetings and trainings as required.

3. Uphold YMCA policies for safety, supervision, mandated reporting and risk management.

4. 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.

5. Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness and personal growth.

6. All other duties as assigned.

Effect on End Result:

The effectiveness of the incumbent can be measured by:

• Mission Delivery
• Communication from membership and finance office is courteous, professional, timely and effective to promote consistent and effective membership operations.
• Steady growth and retention of overall facility membership.
• Maintaining accuracy of program and membership records & other administrative functions as related to membership overall.
• Enhancement of staff retention & performance.
• Positive attitude and enthusiastic performance of duties.
• High morale and satisfaction of fellow staff, volunteers, members and participants.
• Quality of program, customer and member service delivery.
• Attention to detail and follow through in the execution of all job components in a timely manner.

• Effectiveness will also be measured by the extent of which the incumbent is a supportive staff member achieving the overall goals of the YMCA of Glendale.