Member Experience Representative (Chinatown YMCA)

Part-Time / Regular

$17.17 - $20.00 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 Chinatown YMCA is seeking a Member Experience Representative who, under the direct supervision of the Membership Sales & Engagement Director, will provide high quality service and hospitality in a fast-paced environment to all constituents of the YMCA in person and by telephone. The Member Experience Representative will welcome all constituents and process all transactions, including facility access, in the computer operating system efficiently and accurately.

Key Responsibilities:

• Attend and successfully complete the YMCA AS400 Training within 30 days of employment.
• Arrive promptly for each scheduled shift with a positive attitude and high level of energy.
• Wear your staff uniform and visible name tag.
• Enthusiastically greet and welcome everyone who enters the Branch with a smile, as quickly as they enter as is possible (Staff says hello first!).
• Scan all members into the facility access system and ensure there is a photo on file for every member to provide safety and security for all.
• Provide hospitality 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.
• Answer telephone inquiries and collect contact information of caller in order to be able follow up with prospective members and program participants.
• Transfer membership inquiries to the Membership Sales and Engagement Director or Specialist when available.
• Offer all guests and prospective members a tour of the facility.
• Use professional communication to engage constituents in the Y.
• Process program registrations with a focus on engagement in the programs (provide necessary information).
• De-escalate difficult situations according to Y standards and utilizing the 4 A’s (Apologize, Ask, Acknowledge, Act).
• Be knowledgeable of all facility and program offerings in order to provide information to members and prospective members.
• Accurately process all transactions in the AS400, including membership, program registrations, facility access, and guest/resident room reservations and check-ins.
• Reconcile the end of shift reports for accurate cash handling.
• Take adequate time with each constituent (do not rush).
• Efficiently process guest passes.
• Dialog with any member that is considering cancelling their membership to provide information to the Sales and Engagement Director.
• Pass along important information that occurred during your shift to the Membership Coordinator and Membership Sales and Engagement Director.
• Make valuable use of any downtime by working on additional assignments.
• Conduct yourself as a team player and support co-workers and all staff at all times, in speech and in actions.
• Attend any trainings relevant to the position as assigned by your supervisor.
• Conduct yourself according to the YMCA values of caring, honesty, respect and responsibility.
• Take initiative for your personal and professional development by taking advantage of the opportunities the Y presents, formal and informal.

Desired Skills & Experience:

• High School diploma or equivalent required. Coursework towards a bachelor’s degree preferred.
• Minimum of three (3) to five (5) years of customer service experience.
• Strong interpersonal skills with the ability to quickly build rapport and credibility.
• Ability to work in a fast-paced environment and deal with pressure.
• Excellent service and hospitality skills.
• Knowledge of Microsoft Office.
• Excellent service and hospitality skills.
• Entrepreneurial spirit with the 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. Click here for more information.

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.

Job ID req1599

Employment Type Part-Time / Regular

Location Chinatown YMCA

273 Bowery Street

New York, NY, 10002

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