Member Service Representative - West Park YMCA

Cleveland YMCA; Cleveland (OH); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a dynamic team at a well-respected community organization dedicated to enhancing the lives of individuals and families. As a Member Service Representative, you will play a pivotal role in ensuring member satisfaction through effective communication, sales support, and administrative tasks. This role requires a friendly and outgoing personality, with a commitment to the YMCA's mission of building a healthy spirit, mind, and body for all. You will engage with members, handle transactions, and maintain a welcoming environment. With opportunities for professional growth and a supportive work culture, this position is perfect for those passionate about community service and making a positive impact.

Benefits

Free local YMCA membership

Employee discounts at local businesses

Comprehensive Benefits Plan

Paid vacation

Retirement plan with 8% contribution

Qualifications

• High School Diploma or GED preferred with cash management experience.
• Strong communication and customer service skills are essential.

Responsibilities

• Conduct member interactions to promote satisfaction and retention.
• Process payments and maintain accurate records of members and programs.

Skills

Customer Service Skills

Communication Skills

Cash Management

Organizational Skills

Phone Etiquette

Education

High School Diploma or GED

Tools

DAXKO system

Job description

Member Service Representative - West Park YMCA

West Park YMCA, Cleveland, Ohio, United States of America

Job Description

Posted Tuesday, February 11, 2025 at 5:00 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.