Member Service Representative

at  YMCA of Greater Cleveland

POSITION SUMMARY:

The Member Service Representative is responsible for conducting all member interaction tasks to promote member satisfaction, membership sales, and retention. These tasks include phone and in-person interaction with customers and YMCA staff members, administrative activities that may include member and program enrollment, record keeping, and payment processing.

EXPERIENCE:

• Cash management experience.
• Computer and keyboarding experience.

CERTIFICATION(S) & REQUIREMENTS:

• CPR and First Aid certification and Safety training required within 30 days of hire.

TECHNICAL SKILLS AND KNOWLEDGE:

• Strong communication skills and phone etiquette.
• Strong customer service skills.
• Organized and able to follow directions.
• Friendly, outgoing personality.
• Comfortable working in a membership driven environment.
• Demonstrated commitment to the mission and cause of the YMCA, and uphold its values and ethics.
• Able to work effectively with people of different backgrounds, abilities, opinions and perceptions.
• Willing and able to be a mandated reporter for any signs or suspicion of child abuse or neglect.
  All employees are required to follow the child abuse and neglect reporting process: completion of Suspected Child Abuse/Neglect reporting form, calling children protective services (696-KIDS) and notifying your immediate supervisor, branche executive, risk management, and human resources.

QUALIFICATIONS:Education:

• High School Diploma or GED preferred.
• Minimum two years high school and 16 years old

• Perform multiple tasks in diverse situations.
• Process payments and maintain balanced cash drawer and receipting according to procedures.
• Inform supervisor and/or co-workers of any dilemmas, concerns, and updates during shift.
• Apply working knowledge of DAXKO system to job responsibilities in the following areas: data entry, maintenance, reporting, etc.
• Complete accurate data entry and maintain records on new members, renewals, program participants and guests.
• Ensure maintenance of all member resource information at front desk.
• Maintain neat, clean and professional appearance of front desk and lobby areas.
• Attend all required trainings and staff meetings.
• Greet members / visitors according to YMCA guidelines.
• Track equipment loaned to members / visitors during visits.
• Conduct member / program participant surveys as required.
• Promote and support membership sales by following member sales process.
• Provide tours to perspective members as needed.
• Maintain a working knowledge of current programming, branch events, memberships, scholarships, fundraisers, pricing and other association events.
• Answer telephones, respond to inquires and forward messages according to YMCA member /customer service guidelines.
• Follow association Access Control guidelines.
• Responsible for retail sales.
• Be visibly involved with members, volunteers and staff in a positive, friendly manner that communicates and demonstrates the YMCA’s core values of caring, honest, respect and responsibility.
• Follow all established policies and procedures, including but not limited to, safety practices and personnel policies.
• Participate in and support association events and fundraising activities.
• Secure required trainings and/or certifications necessary for the position.
• Other duties as assigned.

QUALIFICATIONS:Education:

• High School Diploma or GED preferred.
• Minimum two years high school and 16 years old.