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 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.
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, branch executive, risk management, and human resources.