Member Experience Representative ; Greenpoint

Member Experience Representative I (Greenpoint YMCA)

Part-Time / Regular
$17.17 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.

The Greenpoint YMCA is seeking a Member Experience Representative who, under the direct supervision of the Membership Sales & Engagement Director, will provide a positive experience in person and via telephone to all constituents of the Greenpoint YMCA. The Member Experience Representative 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:

• 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 utilizing the 4 A's (Apologize, Ask, Acknowledge, Act).
• Dialogue 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 high level of energy.
• Wear your staff uniform and visible name tag.
• Use professional communication to engage constituents in the Y.
• Conduct yourself as a team player and support co-workers and all staff at all times, 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 hire.
• Take initiative for your personal and professional development by taking advantage of the opportunities the Y presents, formal and informal.
• Attend any training sessions 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 there is a photo on file for every member to provide 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. College Credits preferred.
• One (1) to two (2) years of customer service experience.
• Knowledge of Microsoft Office and computer literacy.
• 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…