Member Service Representative - Geauga YMCA

YMCA of Greater Cleveland; Chardon (OH); On-site; USD 17,000 - 21,000; Full time

Benefits offered by this job

Free YMCA membership

Program discounts

Benefits package (health, dental, and

vision)

Job summary

The YMCA of Greater Cleveland is seeking a Member Service Representative to greet members, process payments, enroll participants and support front desk operations. This role emphasizes friendly customer service, accurate data entry and teamwork in a membership-driven environment.

Responsibilities include handling cash, promoting memberships, answering inquiries, and maintaining records while following safety policies and YMCA guidelines.

Qualifications

• CPR and First Aid certification within 30 days of hire.
• Strong communication and customer service skills required.
• Data entry and record-keeping experience preferred.

Responsibilities

• Greet members and answer inquiries at front desk.
• Process payments and manage cash drawer accurately.
• Promote memberships and assist with enrollments.
• Maintain member records and data in the DAXKO system.
• Provide tours and support program sign-ups as needed.

Skills

Cash handling

Customer service

Phone etiquette

Organized

Teamwork

Education

High School Diploma or GED

Minimum age 16

Tools

DAXKO system

Job description

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.

Essential Functions

• 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.

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, branch executive, risk management, and human resources.

Physical Demands

• Frequent sitting, standing and walking, reaching, stooping, kneeling, and bending.
• Occasionally lifting and/or moving up to 50 pounds.

About YMCA of Greater Cleveland

Our vision is to be the premier community-based, charitable organization that embraces collaborations to build strong kids, strong families and strong communities. That’s why we offer an exceptional package that includes:

• A free membership to your local YMCA and discount to YMCA programs including childcare (part-time positions do not receive discount on childcare).
• Additional employee discounts at many places in and around town, just for being a YMCA of Greater Cleveland employee.
• Eligible employees receive comprehensive Benefits Plan including Health, Dental, Vision, Employee Assistance Plan, Retirement 8% paid by the YMCA of Greater Cleveland and paid vacation.