Member Service Representative - Geauga YMCA

YMCA of Greater Cleveland•Chardon, OH

10d

About The Position

The Member Service Representative is responsible for member interactions that 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 maintains accurate member and participant records, helps members and visitors access information and equipment, promotes memberships, and supports YMCA programs, events, and fundraising activities. The position also requires following YMCA policies and safety procedures, attending required training and meetings, and upholding the YMCA’s core values and commitment to child safety.

Requirements

At least two years of high school and be at least 16 years old.
Cash management experience.
Computer and keyboarding experience.
CPR and First Aid certification and safety training required within 30 days of hire.
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 ability to uphold its values and ethics.
Ability to work effectively with people of different backgrounds, abilities, opinions, and perceptions.
Willingness and ability to act as a mandated reporter for signs or suspicion of child abuse or neglect.

Nice To Haves

High school diploma or GED preferred.

Responsibilities

Perform multiple tasks in diverse situations.
Process payments, maintain a balanced cash drawer, and issue receipts according to procedures.
Inform supervisors and coworkers of dilemmas, concerns, and updates during the shift.
Use the DAXKO system for data entry, maintenance, and reporting.
Enter accurate 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 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 programming, branch events, memberships, scholarships, fundraisers, pricing, and other association events.
Answer telephones, respond to inquiries, and forward messages according to YMCA customer service guidelines.
Follow association access-control guidelines.
Handle retail sales.
Engage positively and visibly 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 training and certifications for the position.
Serve as a mandated reporter for suspected child abuse or neglect and follow the required reporting process, including completing the reporting form, contacting children protective services, and notifying designated YMCA personnel.
Perform other duties as assigned.