Member Service Representative - French Creek YMCA

YMCA of Greater Cleveland Recruitment Team • Avon, OH

7d • $11 - $13

About The Position

The Member Service Representative at the French Creek YMCA handles member interactions to promote satisfaction, membership sales, and retention. The role includes phone and in-person customer service, administrative tasks such as member and program enrollment, record keeping, and payment processing. The representative helps provide safe, quality YMCA programs and services and supports the YMCA’s mission, cause, core values, policies, and procedures.

The position also maintains a clean and professional front desk and lobby, keeps current on YMCA programs and services, assists with retail sales and equipment tracking, supports membership and association events, and completes required training and certifications. Employees must follow the YMCA’s child abuse and neglect reporting process when there are signs or suspicions of abuse or neglect.

Requirements

• High school diploma or GED preferred; minimum of two years of high school and age 16 required.
• Cash management experience.
• Computer and keyboarding experience.
• Strong communication skills and telephone 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 ability to uphold 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 of suspected child abuse or neglect.
• CPR and First Aid certification and safety training required within 30 days of hire.

Nice To Haves

• High school diploma or GED.

Responsibilities

• Perform multiple tasks in diverse situations.
• Process payments and maintain a balanced cash drawer and receipts according to procedures.
• Inform supervisors and/or co-workers of dilemmas, concerns, and updates during a shift.
• Use the DAXKO system for data entry, maintenance, and reporting.
• Accurately enter data 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.
• 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 programming, branch events, memberships, scholarships, fundraisers, pricing, and association events.
• Answer telephones, respond to inquiries, and forward messages according to YMCA customer service guidelines.
• Follow association Access Control guidelines.
• Handle retail sales.
• Interact visibly and positively with members, volunteers, and staff in a manner that demonstrates YMCA core values.
• Follow established policies and procedures, including safety practices and personnel policies.
• Participate in and support association events and fundraising activities.
• Obtain required trainings and certifications for the position.
• Follow the child abuse and neglect reporting process when signs or suspicions arise, including completing the reporting form, contacting children protective services, and notifying designated YMCA personnel.
• Perform other duties as assigned.

Benefits

• Free membership to a local YMCA.
• Discounts on YMCA programs, including childcare; part-time positions do not receive the childcare discount.
• Additional employee discounts at businesses in and around town.
• Eligible employees receive a benefits plan that includes health, dental, vision, and an Employee Assistance Plan.
• Retirement contribution of 8% paid by the YMCA of Greater Cleveland for eligible employees.
• Paid vacation for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED