Member Service Representative - Parker Hannifin YMCA

Cleveland YMCA; Cleveland (OH); On-site; USD 30,000 - 50,000; Full time

Job summary

An established community organization is seeking a Member Service Representative to enhance member satisfaction and retention. This role involves engaging with members through phone and in-person interactions, managing administrative tasks, and ensuring a welcoming environment. The ideal candidate will possess strong communication and customer service skills, along with a friendly demeanor. With a focus on community values, this position offers a chance to make a positive impact while enjoying benefits like free membership and comprehensive health plans. Join a team dedicated to building strong families and communities through quality programs.

Benefits

Free membership to local YMCA

Discount on YMCA programs

Employee discounts at local businesses

Comprehensive Benefits Plan

Health, Dental, Vision insurance

Retirement plan with 8% contribution

Paid vacation

Qualifications

• Minimum two years high school and 16 years old required.
• CPR and First Aid certification required within 30 days of hire.

Responsibilities

• Conduct member interactions to promote satisfaction and retention.
• Process payments and maintain accurate records of members.
• Promote membership sales and provide tours to prospective members.

Skills

Cash management

Strong communication skills

Customer service skills

Organizational skills

Friendly personality

Education

High School Diploma or GED

Tools

DAXKO system

Computer and keyboarding

Job description

Member Service Representative - Parker Hannifin YMCA

Parker Hannifin YMCA, Cleveland, Ohio, United States of America

Job Description

Posted Thursday, March 20, 2025 at 4:00 AM

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:

1. Perform multiple tasks in diverse situations.
2. Process payments and maintain balanced cash drawer and receipting according to procedures.
3. Inform supervisor and/or co-workers of any dilemmas, concerns, and updates during shift.
4. Apply working knowledge of DAXKO system to job responsibilities in the following areas: data entry, maintenance, reporting, etc.
5. Complete accurate data entry and maintain records on new members, renewals, program participants and guests.
6. Ensure maintenance of all member resource information at front desk.
7. Maintain neat, clean and professional appearance of front desk and lobby areas.
8. Attend all required trainings and staff meetings.
9. Greet members / visitors according to YMCA guidelines.
10. Track equipment loaned to members / visitors during visits.
11. Conduct member / program participant surveys as required.
12. Promote and support membership sales by following member sales process.
13. Provide tours to perspective members as needed.
14. Maintain a working knowledge of current programming, branch events, memberships, scholarships, fundraisers, pricing and other association events.
15. Answer telephones, respond to inquiries and forward messages according to YMCA member / customer service guidelines.
16. Follow association Access Control guidelines.
17. Responsible for retail sales.
18. Be visibly involved with members, volunteers and staff in a positive, friendly manner that communicates and demonstrates the YMCA’s core values of caring, honesty, respect and responsibility.
19. Follow all established policies and procedures, including but not limited to, safety practices and personnel policies.
20. Participate in and support association events and fundraising activities.
21. Secure required trainings and/or certifications necessary for the position.
22. 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.

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.