Member Service Representative - Geauga YMCA

YMCA of Greater Cleveland Recruitment Team • Chardon, OH

10d

About The Position

The Member Service Representative conducts member interaction tasks to promote member satisfaction, membership sales, and retention. The role involves phone and in-person interactions with customers and YMCA staff, along with administrative activities such as member and program enrollment, record keeping, and payment processing. The representative supports the YMCA’s mission and values by providing friendly service, maintaining accurate records, supporting sales and events, and following safety and organizational procedures.

Requirements

• Minimum of two years of high school and age 16 or older.
• 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.
• Comfort working in a membership-driven environment.
• Demonstrated commitment to the YMCA mission and cause and willingness 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.

Nice To Haves

• High school diploma or GED preferred.

Responsibilities

• Perform multiple tasks in diverse situations.
• Process payments and maintain a balanced cash drawer and receipts according to procedures.
• Inform supervisors and/or coworkers 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 front desk and lobby areas 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.
• 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 customer service guidelines.
• Follow association Access Control guidelines.
• Conduct retail sales.
• Interact positively and visibly with members, volunteers, and staff in a manner that demonstrates YMCA values.
• Follow established policies and procedures, including safety practices and personnel policies.
• Participate in and support association events and fundraising activities.
• Complete required trainings and certifications for the position.
• Perform other duties as assigned.
• Follow the child abuse and neglect reporting process when required, including completing the reporting form, contacting children protective services, and notifying the designated YMCA personnel.

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 comprehensive benefits plan, including health, dental, and vision coverage, an Employee Assistance Plan, retirement contributions of 8% paid by the YMCA of Greater Cleveland, and paid vacation.

What This Job Offers

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