Member Service Representative - French Creek YMCA

YMCA of Greater Cleveland•Avon, OH

21h

About The Position

The Member Service Representative conducts member interactions to promote satisfaction, membership sales, and retention. The role involves phone and in-person service for customers and YMCA staff, administrative tasks such as member and program enrollment and record keeping, and payment processing. The representative also supports membership sales, helps visitors understand YMCA offerings, and maintains a welcoming, orderly front desk and lobby while demonstrating YMCA core values.

Requirements

High school diploma or GED preferred; at least two years of high school and age 16 or older.
Cash management experience.
Computer and keyboarding experience.
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 YMCA mission and cause, and adherence to its values and ethics.
Ability to work effectively with people of different backgrounds, abilities, opinions, and perceptions.
Willingness and ability to serve as a mandated reporter for suspected child abuse or neglect and complete the required reporting process.
CPR and First Aid certification and safety training required within 30 days of hire.

Responsibilities

Perform multiple tasks in diverse situations.
Process payments, maintain a balanced cash drawer, and issue receipts according to procedures.
Inform supervisors and/or co-workers of dilemmas, concerns, and updates during the shift.
Use the DAXKO system for data entry, maintenance, and reporting.
Enter data accurately and maintain records for new members, renewals, program participants, and guests.
Maintain member resource information at the front desk.
Keep the front desk and lobby neat, clean, and professional in appearance.
Attend required trainings and staff meetings.
Greet members and visitors according to YMCA guidelines.
Track equipment loaned to members and visitors.
Conduct member and program participant surveys as required.
Promote and support membership sales by following the member sales process.
Provide tours to prospective members as needed.
Maintain working knowledge of current programming, branch events, memberships, scholarships, fundraisers, pricing, and other association events.
Answer telephones, respond to inquiries, and forward messages according to YMCA service guidelines.
Follow association access control guidelines.
Conduct retail sales.
Interact positively and in a friendly manner with members, volunteers, and staff, demonstrating YMCA core values of caring, honesty, respect, and responsibility.
Follow established policies and procedures, including safety practices and personnel policies.
Participate in and support association events and fundraising activities.
Obtain training and certifications required for the position.
Serve as a mandated reporter for signs or suspicions of child abuse or neglect, following the required reporting process.
Perform other duties as assigned.