Member Experience Representative I (Flatbush YMCA)

Key Responsibilities

• Build and engage our community
• Enthusiastically greet and welcome everyone who enters the Branch with a smile as quickly as they enter 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)
• Dialog with any member that is considering cancelling 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
• Congduct yourself as a team player and support co-workers and all staff at all times, in speech and in actions
• Congduct 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 so that we can 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

• A high school diploma or equivalent
• College credits preferred
• 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 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 communication and problem-solving skills
• Ability to work a variety of hours, including daytime, evenings, and weekends

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.

How to Apply

If you would like to be a member of our dynamic team, please complete our online application and submit your résumé and a thoughtful cover letter that explains your interest in the role and our organization. If you are a current YMCA employee, please submit your application through the Internal Career Site in Cornerstone.