Member Service Representative - Hillcrest YMCA

YMCA of Greater Cleveland Recruitment Team; Lyndhurst (OH); On-site; USD 17,000 - 22,000; Full time

Job summary

YMCA Lyndhurst is seeking a Member Service Representative to engage with members and guests, promoting memberships, handling payments, and guiding visitors through program enrollments. You will maintain accurate records, greet and assist callers, and support daily front desk operations in a fast-paced, member-focused environment.

The role requires strong communication, cash handling, and computer skills, with CPR/First Aid training completed within 30 days of hire.

Qualifications

• High school diploma or GED preferred.
• Cash handling and basic math skills.
• Computer and keyboarding experience.
• CPR and First Aid certification and safety training within 30 days of hire.

Responsibilities

• Assist members with inquiries and guide them according to YMCA guidelines.
• Process payments and balance cash drawer.
• Maintain front desk records and data entry for new members, renewals, and guests.
• Promote member sales and enroll participants in programs.
• Provide tours for prospective members as needed.
• Attend trainings and staff meetings.

Skills

Communication skills

Customer service

Cash handling

Multitasking

Professional demeanor

Education

High School Diploma or GED

Tools

DAXKO

Job description

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.