Membership Customer Service

Overview

Position: Membership Customer Service

Location: Beachwood, OH

Job :110

# of Openings:3

Summary: The Customer Service Representative is the first point of contact for members and guests. This position ensures a welcoming, professional, and efficient experience while handling day-to-day membership services, account support, and front desk operations.

• Support the Mission of the Mandel JCC.
• Provide the highest quality of customer service to members, guests, and staff.
• Maintain knowledge of agency programs and services.
• Treat fellow staff with respect and work cooperatively.
• Adhere to all policies and practices in the employee handbook.
• Wear Mandel JCC staff  and attend staff meetings as required.

• Open and close the membership desk, ensuring readiness for daily operations.
• Provide a welcoming and professional first point of contact for all members and guests.
• Manage check-ins, waiver signing, membership verification, and class/program registrations.
• Answer and respond promptly to phone calls, Mogli messages, and Infodesk emails.
• Create and submit cases for membership requests, including cancellations, freezes, upgrades, and downgrades.
• Process renewals for annual memberships, personal training packages, and Pilates memberships.
• Sell guest passes, providing clear explanations of options.
• Assist with locker room lockouts, account access troubleshooting, and app support by contacting the appropriate staff or department as needed.
• Update payment methods and credit card information to ensure accurate billing.
• Assist with registration for fitness, pickleball, senior programming, and arts/culture classes.
• Maintain a welcoming lobby atmosphere by keeping counters clean, preparing coffee, and ensuring background music is playing.
• Address member questions and concerns, ensuring timely resolutions and positive experiences.
• Track and maintain inventory of marketing material; ensure storage areas are organized and stocked.
• Notify appropriate staff when supplies such as membership cards, guest passes, and brochures need reordering.
• Provide facility tours for prospective or new members when a sales representative is unavailable.
• Performs other duties as assigned by the supervisor or manager.

• This position works in the front lobby area of a busy community center, with frequent interaction with members, guests, and staff both in person and via phone.

• High school diploma or equivalent required; two years of post-secondary coursework preferred.
• Calm, professional demeanor and strong interpersonal skills.
• Ability to relate effectively to a diverse range of people.
• Strong organizational and communication skills.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work weekday evenings and weekends.
• Must be able to stand, bend, lift, and walk for extended periods; lift and/or move up to 25 lbs.