Customer Experience Associate - Upper East Side

Asphalt Green•New York, NY

10d•Onsite

About The Position

Asphalt Green is seeking a dynamic, organized, and service-oriented Customer Experience Associate to join our team at our campuses. This role is responsible for creating a welcoming, professional, and high-quality experience for members, guests, visitors, program participants, and staff. The Customer Experience Associate supports front desk operations, facility access, check-in and check-out procedures, member and guest communication, membership support, administrative tasks, and day-to-day customer service needs. The ideal candidate is friendly, proactive, calm under pressure, and passionate about helping people. This role is a strong fit for someone who enjoys working in a fast-paced, mission-driven, community-focused environment and takes pride in delivering excellent service.

Requirements

Strong communication and customer service skills.
Strong interpersonal and conflict-resolution skills.
Ability to multitask, stay organized, and remain calm under pressure.
Friendly, proactive, and team-oriented mindset.
Ability to provide accurate information about programs, services, memberships, events, and facility policies.
Ability to use or learn customer service, CRM, POS, and front desk systems.
Ability to work with members, guests, visitors, families, staff, and program participants in a professional and respectful manner.
Open availability, including evenings, weekends, and holidays as needed.
Ability to work a Sunday–Thursday schedule, with times and days varying based on scheduling needs.
Ability to perform the physical requirements of the role with or without reasonable accommodation.

Nice To Haves

Experience in customer service, hospitality, front desk operations, membership services, recreation, fitness, nonprofit, or a community-facing environment.
Experience using Salesforce or a similar CRM system.
Experience with POS transactions, check-in systems, membership systems, or access control.
Experience handling customer concerns, complaints, or service recovery.
Experience working in a fast-paced public-facing environment.
Bilingual or multilingual language skills.

Responsibilities

Greet members, guests, visitors, and program participants warmly.
Provide accurate information about Asphalt Green programs, services, memberships, events, and facility policies.
Manage and resolve customer concerns with professionalism, empathy, and good judgment.
Handle check-in and check-out procedures efficiently and accurately.
Monitor facility access and help ensure safety and security procedures are followed.
Enforce facility policies in a professional and respectful manner.
Support membership operations, including card printing and POS transactions.
Distribute towels and maintain inventory controls.
Maintain cleanliness and organization of the front desk, lobby, and surrounding areas.
Answer phone calls and direct inquiries to the appropriate departments.
Respond to questions from members, guests, visitors, and staff.
Perform administrative duties, including data entry, record keeping, filing, and other front desk support tasks.
Use Salesforce and other systems to support customer service, membership, and administrative needs.
Track and update information accurately and on time.
Provide support and information to Asphalt Green program staff.
Communicate clearly with teammates, supervisors, and other departments.
Collaborate with Customer Experience team members to support a positive team culture.
Work with Membership, Programs, Operations, Aquatics, Fitness, and other departments to support member and guest needs.
Share information with the team to help improve service, communication, and daily operations.
Support teammates during busy periods, shift transitions, and customer service situations.
Represent Asphalt Green with professionalism, warmth, and accountability.