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.
Requirements
- Perform multiple tasks in diverse situations.
- Process payments and maintain balanced cash drawer and receipting according to procedures.
- Inform supervisor and/or co-workers of any dilemmas, concerns, and updates during shift.
- Apply working knowledge of DAXKO system to job responsibilities in the following areas: data entry, maintenance, reporting, etc.
- Complete accurate data entry and maintain records on new members, renewals, program participants and guests.
- Ensure maintenance of all member resource information at front desk.
- Maintain neat, clean and professional appearance of front desk and lobby areas.
- Attend all required trainings and staff meetings.
- Greet members / visitors according to YMCA guidelines.
- Track equipment loaned to members / visitors during visits.
- Conduct member / program participant surveys as required.
- Promote and support membership sales by following member sales process.
- Provide tours to perspective members as needed.
- Maintain a working knowledge of current programming, branch events, memberships, scholarships, fundraisers, pricing and other association events.
- Answer telephones, respond to inquires and forward messages according to YMCA member / customer service guidelines.
- Follow association Access Control guidelines.
- Responsible for retail sales.
- Be visibly involved with members, volunteers and staff in a positive, friendly manner that communicates and demonstrates the YMCA’s core values of caring, honest, respect and responsibility.
- Follow all established policies and procedures, including but not limited to, safety practices and personnel policies.
- Participate in and support association events and fundraising activities.
- Secure required trainings and/or certifications necessary for the position.
- Other duties as assigned.
Benefits
- 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.
- Comprehensive Benefits Plan including Health, Dental, Vision, Employee Assistance Plan, Retirement 8% paid by the YMCA of Greater Cleveland and paid vacation.
