Member Experience Representative I (West Side YMCA)

YMCA of Greater New York; New York (NY); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Retirement benefits

Medical

Paid time off

Free YMCA membership

Job summary

The West Side YMCA, part of the YMCA of Greater New York, is hiring a Member Experience Representative. You will welcome members, handle inquiries, process memberships, and ensure accurate registrations while upholding YMCA values and standards.

Role requires excellent communication, a positive attitude, and the ability to manage multiple tasks in a fast-paced setting. Training on our customer management software is provided within 30 days.

Qualifications

• High School Diploma or equivalent is required; bachelor’s coursework preferred.
• 2–3 years of customer service experience is required.
• Excellent customer service and solution orientation.
• Strong interpersonal and communication skills.

Responsibilities

• Greet and welcome guests in person and on the phone with a positive attitude.
• Answer inquiries, provide facility tours, and sell memberships or programs.
• Process transactions: memberships, registrations, facility access, guest passes.
• De-escalate situations using the YMCA 4 A’s approach (Apologize, Ask, Acknowledge, Act).
• Scan members, collect contact information, and ensure photo on file for members.

Skills

Interpersonal skills

Customer service

Fast-paced work

Communication

Team player

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Full-Time / Regular

$18.00 - $20.00 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 our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all.

The West Side 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 member experience by building relationships in order to meet the needs of our constituents. In addition, the Member Experience Representative will efficiently and accurately process all transactions, including facility access, memberships, and program registrations.

Key Responsibilities:

Build and engage our community

• 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 any relevant training that is assigned by the Director.

Provide excellent service

• 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 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.
• Entrepreneurial spirit with the willingness to support team members by covering additional shifts at times.
• Ability to work in a fast-paced environment and deal with pressure.
• Excellent customer service skills and s olution-oriented.
• Computer literate with knowledge of Microsoft Office.

Benefits

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

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