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Membership Customer Service
Job
Mandel Jewish Community Center of Cleveland
Beachwood, OH (In Person)
Full-Time
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Job Description
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. Expectations of the Employee 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 ID badge and attend staff meetings as required. Functions 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. Working Conditions 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. Qualifications 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.