Member Experience Representative II (Flatbush YMCA)

YMCA of Greater New York; New York (NY); On-site; USD 23,887 - 26,174; Full time

Benefits offered by this job

Retirement benefits

Medical

Paid time off

Free YMCA membership

Job summary

The YMCA of Greater New York is looking for a Member Experience Representative at the Flatbush YMCA in Brooklyn. This full-time position involves providing exceptional service to members and guests, processing transactions accurately, and building community relationships. Candidates should have strong interpersonal skills and ideally possess a high school diploma or equivalent. Benefits include medical coverage and retirement options, with pay ranging from $17.34 to $19.00 hourly.

Qualifications

• Three to five years of customer service experience required.
• Strong interpersonal skills with the ability to quickly build rapport.
• Available to work morning shifts from Tuesday through Saturday.

Responsibilities

• Provide a positive experience to all constituents.
• Process all transactions efficiently and accurately.
• Conduct tours for guests and prospective members.

Skills

Customer service experience

Interpersonal skills

Problem-solving skills

Computer literacy

Education

High School Diploma or equivalent

Coursework towards a bachelor's degree

Tools

Microsoft Office

Job description

Full-Time / Regular
$17.34 - $19.00 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 Flatbush YMCA is seeking a Member Experience Representative. Under the direct supervision of the Membership Sales & Engagement Director, the Member Experience Representative will provide a positive experience in person and by telephone to all constituents of the YMCA. 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.

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 with a smile, 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 Membership Sales & Engagement 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 constituents in the Y.
• 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

• Attend and successfully complete training on our customer management software within 30 days of employment.
• Take initiative for your personal and professional development by taking advantage of the opportunities the Y presents, formal and informal.
• Attend any training relevant to the position as assigned by your supervisor.

Provide excellent service

• Scan all members and program participants into the facility access system and ensure a photo is on file for every member to ensure safety and security for all.
• 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 Membership Sales & Engagement Director when appropriate.
• Process program registrations with a focus on engagement in the programs (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 Membership Sales & Engagement Director.

Desired Skills & Experience

• High School Diploma or equivalent required. Coursework toward a bachelor’s degree is preferred.
• Three (3) to five (5) 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 solution‑oriented.
• Computer literate with knowledge of Microsoft Office.
• Must be available to work morning shifts from Tuesday through Saturday.

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.

Job ID: req2878
Employment Type: Full‑Time / Regular
Location: Flatbush YMCA, Brooklyn, NY

EQUAL OPPORTUNITY EMPLOYER
DRUGFREE WORKPLACE
Auxiliary aids and services are available upon request to individuals with disabilities