YMCA of Greater Cleveland
  • 15-Jan-2018 to 16-Mar-2018 (CST)
  • Membership
  • Lakewood, OH, USA
  • $10.15
  • Hourly
  • Part Time

The YMCA of Greater Cleveland is a community based, charitable organization that embraces collaboration to build strong kids, strong families and strong communities.  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: Lead Member Service Representative     

Description: YMCA of Greater Cleveland has an immediate need for a Lead Member Service Representative who will be responsible for conducting all member/customer interaction tasks to promote member/customer satisfaction, membership sales, and retention.  These tasks include phone and in-person interaction with members/customers and YMCA staff members, administrative activities that may include member and program enrollment, record keeping (e.g. Daxko shift close-out and bank deposit sheet), payment processing (e.g. petty cash verification) and Branch tours.


Job Responsibilities:

  • Responsible for greeting members and visitors according to association member / customer service guidelines (e.g. ensuring calls are answered in accordance with membership sales plan and guidelines).
  • Delivers membership service which includes: giving tours, selling memberships, answering questions and resolving complaints, entering and accessing member information in DAXKO
  • Direct membership inquiries as directed according to guidelines in order to support membership sales plan.
  • Assist in the administration of branch membership retention processes and activities (e.g. conduct member and program participants' survey).
  • Utilize YMCA Sales Training Techniques (e.g. Membership Development Initiative processes)
  • Process payments and association record keeping according to association procedures.
  • Maintain cash drawer and receipting according to procedures.
  • Assist in the maintenance of accurate sales management records (e.g. MDI data tracking sheets; daily, monthly sales reports).
  • Assist in the development and maintenance of a prospect lead generation and follow-up system for guest passes, walk-ins and member referrals (e.g. promotion of YMCA in business and residential community).
  • Assist in meeting and exceeding branch monthly membership sales goals.
  • Complete cancellation/non-renewal follow-up calls on a routine basis, (i.e. Smart Start phones calls).
  • Demonstrate an understanding of product knowledge, including general exercise, equipment and programs.
  • Work closely with Member Sales Staff, Program Staff and others to maintain branch policies.
  • Adhere to Director on Duty responsibilities and procedures



  • High School diploma or equivalent, Associate Degree in Marketing or related field preferred.
  • Successful experience in sales techniques, membership retention programs, and customer service activities; or a combination of education and experience.
  • Cash management experience.
  • Organized and able to follow directions.
  • Friendly, outgoing personality; strong communication skills.
  • Comfortable working in a membership driven environment.
  • Ability to perform multiple tasks in diverse situations successfully.
  • Proficient with current computer programs (e.g. MS Excel) related to processing reports.
  • Strong communication skills and phone etiquette.

About YMCA of Greater Cleveland: At the Y, our mission is to put Christian principles into practice through programs that build healthy spirit, mind and body for all.  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.
YMCA of Greater Cleveland
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