Member Experience Representative

Position: Member Experience Representative I
Location: New York

3. Member Experience Representative ILocation

Castle Hill YMCA
* Represent the Y brand in a professional manner
** 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
*** Desired

Skills & Experience:

*** High School diploma or equivalent required. Coursework toward a bachelor’s degree is preferred.
* Two (2) to three (3) years of customer service experience required.
* 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 customer service skills and solution-oriented.
* Computer literate;
Knowledge of Microsoft Office.
** Benefits:
** The YMCA of Greater New York offers a variety of benefits to its staff members, including , 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  for more information.

*
* How to Apply:

** If you would like to be a member of our dynamic team, please complete our  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  in Cornerstone.
** Salary: $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 Castle Hill YMCA is seeking a Member Experience Representative. Under the supervision of the Member Experience 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.

*
* 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).
* Converse with any member who is considering canceling their membership, in order to provide information to the Member Experience Director.
* Make valuable use of any downtime by working on additional assignments.
* 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.
* Always conduct yourself as a team player and support co-workers and all staff in speech and actions.
*…