Member Experience Representative I (Cross IslandYMCA)

National Council of Young Men's Christian Associations of the United States of America; New York (NY); On-site; USD 20,000 - 29,000; Part time

Benefits offered by this job

Free YMCA membership

Medical benefits

Paid time off

Job summary

The YMCA of Greater New York is seeking a Member Experience Representative I at Cross Island YMCA in Queens, NY. This part-time role focuses on delivering a positive experience to all constituents, both in person and by phone, while handling transactions such as memberships and program registrations.

You will greet visitors, provide tours, answer calls, and maintain professional conduct, embodying the YMCA values of caring, honesty, respect, and responsibility.

Qualifications

• High School Diploma or equivalent required.
• Coursework toward a bachelor’s degree is preferred.
• Two (2) to three (3) years of customer service experience required.
• Strong interpersonal skills with the ability to quickly build rapport and credibility.
• Computer literate with knowledge of Microsoft Office.

Responsibilities

• Greet and welcome visitors with a smile.
• Provide a positive experience in person and over the telephone.
• Answer telephone with YMCA greeting.
• Offer facility tours to guests and prospective members.
• De-escalate difficult situations per YMCA standards.
• Process memberships and program registrations.
• Reconcile end-of-shift reports for cash handling.
• Be knowledgeable of all facility and program offerings.

Skills

Customer service

Interpersonal skills

Team player

Fast-paced environment

Communication skills

Problem solving

Education

High School Diploma

Bachelor’s coursework preferred

Tools

Microsoft Office

Job description

Member Experience Representative I (Cross IslandYMCA)

Member Experience Representative I (Cross IslandYMCA)
Part-Time/Regular
$18.00 Hourly

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill ourmission, we cultivate a culture of learning, leading, and collaboration toenhance community impact. Through our talented staff and “LEAP” careerframework (Leadership, Empowerment, Accountability, Personal Growth), we arecommitted to a people-first approach that fosters trust, inclusion, growth, anddevelopment for all.

The Cross Island YMCA is seeking a Member Experience Representative who will provide a positive experience,in person and by telephone, to all YMCA constituents. They will provide a high-quality memberexperience by building relationships in order to meet the needs of ourconstituents. In addition, the Member Experience Representative willefficiently and accurately process all transactions, including facility access,memberships, and program registrations.

Key Responsibilities:

• Enthusiastically greet and welcome everyone who enters the Branch with a smile as quickly as possible (staff says hello first!).
• Provide a positive experience with every interaction in person and over the telephone.
• Answer the telephone in a friendly and inviting manner, using the standard YMCA greeting.
• Offer all guests and prospective members a tour of the facility.
• De-escalate difficult situations according to Y standards and utilize the 4 A’s (Apologize, Ask, Acknowledge, Act).
• Converse with any member who is considering canceling their membership, in order to provide information to the Director.
• Make valuable use of any downtime by working on additional assignments.

Represent the Y brand in a professional manner

• Arrive promptly for each scheduled shift with a positive attitude and a high level of energy.
• Wear your staff uniform and visible name tag.
• Use professional communication to engage all YMCA constituents.
• Always conduct yourself as a team player and support co-workers and all staff in speech and actions.
• Conduct yourself according to the YMCA values of caring, honesty, respect, and responsibility.

Invest in your development

• Successfully complete training on our customer management software within thirty (30) days of employment.
• Take initiative for your personal and professional development by taking advantage of formal and informal opportunities the Y presents.
• Attend anyrelevant training that is assigned by the Director.
• To ensure safety and security for all, scan all members and program participants into the facility access system and ensure a photo is on file for every member.
• Answer telephone inquiries and collect contact information of callers in order to be able to follow up with prospective members and program participants.
• Transfer membership inquiries to the Director when appropriate.
• Process program registrations with a focus on engagement in the programs and provide necessary information.
• Be knowledgeable of all facility and program offerings in order to provide information to members and prospective members.
• Accurately process all transactions, including memberships, program registrations, facility access, and guest/resident room reservations, if applicable.
• Reconcile end-of-shift reports for accurate cash handling.
• Take adequate time with each constituent (do not rush).
• Efficiently process guest passes according to guest pass policies.
• Pass along important information that occurred during your shift to the Director.

Desired Skills & Experience:

• High School Diploma orequivalent required.Coursework toward a bachelor’s degree is preferred.
• Two (2) to three (3) years of customer service experience required.
• Strong interpersonalskills with the ability to quickly build rapport and credibility.
• Entrepreneurial spirit with the willingness tosupport team members by covering additional shifts at times.
• Ability to work in afast-paced environment and deal with pressure.
• Excellent customer serviceskills and s olution-oriented.
• Computer literate with knowledge of Microsoft Office.

Benefits:

The YMCA of Greater New York offers a variety of benefits to itsstaff members, including retirement benefits , medical, paid time off, free YMCA membership, and more! Benefiteligibility is determined by an individual’s employment status (i.e., full-timeor part-time), tenure, and/or the number of hours scheduled to work.

EQUAL OPPORTUNITY EMPLOYER DRUGFREE WORKPLACE

Auxiliary aids and services are available upon request to individuals with disabilities

Employment Type Part-Time/Regular

Location Cross Island YMCA, Queens, New York, United States