Member Experience Representative I (Coney Island YMCA)

Salary: $17.17 Hourly

The Coney Island 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.

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 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 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 thirty (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 each 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 membership, 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.
• Two (2) to three (3) years of customer service experience.
• 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; knowledge of Microsoft Office.

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.