Customer Experience Associate

Location: New York

About Asphalt Green Asphalt Green is a nonprofit organization that transforms lives and builds community through sports, fitness, and play for all.

Each year, Asphalt Green serves thousands of New Yorkers through sports, aquatics, fitness, camps, and community programs that promote health, personal growth, and lifelong participation in physical activity. Across three campuses and numerous community partnerships, Asphalt Green is committed to providing high-quality programs that are inclusive, accessible, and rooted in excellence.

Asphalt Green believes that access to movement, sport, and wellness can change lives. Our work helps young people develop confidence, resilience, leadership skills, and healthy habits that extend far beyond the playing field.

About the Role Asphalt Green is seeking a dynamic, organized, and service-oriented Customer Experience Associate to join our team at our Upper East Side campus.

This full-time role is responsible for creating a welcoming, professional, and high-quality experience for members, guests, visitors, program participants, and staff. The Customer Experience Associate supports front desk operations, facility access, check-in and check-out procedures, member and guest communication, membership support, administrative tasks, and day-to-day customer service needs.

The ideal candidate is friendly, proactive, calm under pressure, and passionate about helping people. This role is a strong fit for someone who enjoys working in a fast-paced, mission-driven, community-focused environment and takes pride in delivering excellent service.

Why This Role Matters The Customer Experience team is often the first point of contact for members, guests, visitors, and program participants.

This role helps shape how people experience Asphalt Green from the moment they enter the facility. A strong Customer Experience Associate helps create a welcoming environment, supports smooth front desk operations, answers questions, resolves concerns, and helps members and guests feel informed, respected, and supported.

This role also supports membership operations, facility access, safety, communication, and team collaboration across departments.

What You’ll DoMember, Guest, and Visitor Experience Warmly greet members, guests, visitors, and program participants.

Create a welcoming, professional, and service-oriented front desk experience.

Provide accurate information about Asphalt Green programs, services, memberships, events, and facility policies.

Help members and guests navigate the facility and connect with the appropriate staff or department.

Manage and resolve customer concerns with professionalism, empathy, and good judgment.

Maintain a calm, positive, and helpful attitude in a fast-paced environment.

Offering support to the Towel Desk as needed.

Support a high-quality experience for everyone who enters Asphalt Green.

Front Desk and Facility Access Handle check-in and check-out procedures efficiently and accurately.

Monitor facility access and help ensure safety and security procedures are followed.

Enforce facility policies in a professional and respectful manner.

Support membership operations, including card printing and POS transactions.

Distribute towels and maintain inventory controls.

Maintain cleanliness and organization of the front desk, lobby, and surrounding areas.

Help ensure the front desk is prepared, stocked, and ready for daily operations.

Facilitating building package deliveries.

Communication and Administrative Support Answer phone calls and direct inquiries to the appropriate departments.

Respond to questions from members, guests, visitors, and staff.

Perform administrative duties, including data entry, record keeping, filing, and other front desk support tasks.

Use Salesforce and other systems to support customer service, membership, and administrative needs.

Track and update information accurately and on time.

Provide support and information to Asphalt Green program staff.

Communicate clearly with teammates, supervisors, and other departments.

Teamwork and Cross-Department Support Collaborate with Customer Experience team members to support a positive team culture.

Work with Membership, Programs, Operations, Fitness, Aquatics, and other departments to support member and guest needs.

Share information with the team to help improve service, communication, and daily operations.

Support teammates during busy periods, shift transitions, and customer service situations.

Represent Asphalt Green with professionalism, warmth, and accountability.

What Success Looks Like Success in this role means members and guests feel welcomed, informed, and supported, and front desk operations run smoothly.

A successful Customer Experience Associate will:

Greet people warmly and create a positive first impression.

Handle check-in, check-out, access, and front desk duties accurately.

Communicate clearly and professionally with members, guests, staff, and other departments.

Resolve concerns with patience, empathy, and good judgment.

Stay…