At the Y, our mission is to put Christian principles into practice through programs that build healthy spirit, mind and body for all. Join our Greater Cleveland YMCA team in living our cause and helping to provide quality, safe and healthy programs and services in our community.

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, 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.

About YMCA of Greater Cleveland: Our vision is to be the premier community-based, charitable organization that embraces collaborations to build strong kids, strong families and strong communities. That's why we offer an exceptional package that includes:

• A 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.
• Eligible employees receive comprehensive Benefits Plan including Health, Dental, Vision, Employee Assistance Plan, Retirement 8% paid by the YMCA of Greater Cleveland and paid vacation.