Location: Cleveland,OH, USA
POSITION SUMMARY:
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.
ESSENTIAL FUNCTIONS:
* Perform multiple tasks in diverse situations.
* Process payments and maintain balanced cash drawer and receipt 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 training 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 inquiries 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, honesty, 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.
QUALIFICATIONS:
Education:
* High School Diploma or GED preferred.
* Minimum two years high school and 16 years old.
Experience:
* Cash management experience.
* Computer and keyboarding experience.
Certification(s) & Requirements:
* CPR and First Aid certification and Safety training required within 30 days of hire.
Technical Skills and Knowledge:
* 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 mission and cause of the YMCA and uphold its values and ethics.
* Able to work effectively with people of different backgrounds, abilities, opinions and perceptions.
* Willing and able to be a mandated reporter for any signs or suspicion of child abuse or neglect. All employees are required to follow the child abuse and neglect reporting process: completion of Suspected Child Abuse/Neglect reporting form, calling children protective services (696- KIDS) and notifying your immediate supervisor, branche executive, risk management, and
human resources.
PHYSICAL DEMANDS:
* Frequent sitting, standing and walking, reaching, stooping, kneeling, and bending.
* Occasionally lifting and/or moving up to 50 pounds.
WORK ENVIRONMENT:
* Maintain a clean and orderly work environment.
DISCLAIMER:
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.