Member Experience Representative I (north Brooklyn Ymca)

YMCA

392d

About The Position

The Member Experience Representative at the YMCA of Greater New York is responsible for delivering a high-quality member experience to all constituents. This role focuses on building relationships, processing transactions, and ensuring a positive atmosphere within the North Brooklyn YMCA. The representative will engage with members both in person and over the phone, providing information about programs and services while embodying the YMCA's values of caring, honesty, respect, and responsibility.

Requirements

• High School diploma or equivalent.
• One (1) to two (2) years of customer service experience.
• Knowledge of Microsoft Office and computer literate.
• Strong interpersonal skills with the ability to quickly build rapport.
• Entrepreneurial spirit with willingness to support team members.
• Ability to work in a fast-paced environment and deal with pressure.
• Excellent communication and problem-solving skills.
• Ability to work various hours, including daytime, evenings, and weekends.

Nice To Haves

• College credits preferred.

Responsibilities

• Greet and welcome everyone who enters the Branch with a smile.
• Provide a positive experience with every interaction, in person and over the telephone.
• Answer the telephone using the standard YMCA greeting in a friendly manner.
• Offer tours of the facility to guests and prospective members.
• De-escalate difficult situations according to YMCA standards.
• Engage in dialogue with members considering canceling their membership.
• Utilize downtime to work on additional assignments.
• Represent the YMCA brand in a professional manner.
• Arrive promptly for each scheduled shift with a positive attitude.
• Wear staff uniform and visible name tag.
• Engage constituents using professional communication.
• Support co-workers and all staff at all times.
• Attend and complete training on customer management software within 30 days of employment.
• Take initiative for personal and professional development.
• Scan all members and program participants into the facility access system.
• Answer telephone inquiries and collect contact information for follow-up.
• Process program registrations with a focus on engagement.
• Be knowledgeable of all facility and program offerings.
• Accurately process all transactions, including memberships and program registrations.
• Reconcile end of shift report for accurate cash handling.
• Efficiently process guest passes according to policies.
• Pass along important information to the Membership Sales and Engagement Director.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Social Assistance
• Education Level: High school or GED