Member Service Representative

at  YMCA of Greater Cleveland

At the Y, our mission is to put Christian principles into practice through programs that build healthy spirit, mind and body for all. Join our Greater Cleveland YMCA team in living our cause and helping to provide quality, safe and healthy programs and services in our community.

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.