Member Experience Representative ; Coney YMCA

Member Experience Representative I (Coney Island YMCA)

Member Experience Representative I (Coney Island 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.

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 Coney Island YMCA is seeking a Member Experience Representative. Under the direct supervision of the Membership Sales & Engagement Director, the Member Experience Representative will provide a positive experience in person and by telephone to all constituents of the YMCA. They 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.

• Build and engage our community: greet and welcome everyone who enters the Branch with a smile and provide a positive experience in person and by phone.
• 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).
• Discuss membership cancellations with members 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 energy, wear the staff uniform and name tag, and engage constituents with professional communication.
• Conduct yourself as a team player and support co-workers and all staff in speech and actions.
• Adhere to the YMCA values of caring, honesty, respect, and responsibility.

• Invest in your development: attend and complete training on our customer management software within 30 days of employment.
• Take initiative for personal and professional development by leveraging opportunities offered by the Y.
• Attend trainings relevant to the position as assigned by your supervisor.
• Scan all members and program participants into the facility access system and ensure a photo is on file for safety and security.
• Answer telephone inquiries and collect contact information for 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.
• Be knowledgeable of all facility and program offerings to assist members and prospective members.
• Accurately process all transactions, including memberships, 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 and avoid rushing.
• Efficiently process guest passes according to guest pass policies.
• Pass along important information that occurred during your shift to the Membership Sales & Engagement Director.

• High School Diploma or equivalent required; coursework toward a bachelor’s degree is preferred.
• Two to three years of customer service experience.
• Strong interpersonal skills with the ability to quickly build rapport and credibility.
• Entrepreneurial spirit with willingness to support team members by…