Member Experience Representative - YMCA : Job Details

Member Experience Representative

YMCA

Job Location : New York,NY, USA

Posted on : 2025-09-14T06:00:45Z

Job Description :

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 La Central 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 by telephone to all constituents of the La Central 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 and membership and program registrations. Key Responsibilities:Build and engage our community.

  • Enthusiastically greet and welcome everyone who enters the Branch with a smile.
  • Provide a positive experience with every interaction, in person and over the telephone.
  • Answer the telephone 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 As (Apologize, Ask, Acknowledge, Act).
  • Dialog with any member that is considering cancelling their membership.
  • 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.
  • Wear your staff uniform and visible name tag.
  • Use professional communication to engage constituents.
  • Conduct yourself as a team player and support co-workers.
  • Conduct yourself according to the YMCA values of caring, honesty, respect and responsibility.
  • Other activities and duties as needed.

    • 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.
  • Attend any trainings relevant to the position as assigned by your supervisor.
  • Scan all members and program participants into the facility access system.
  • Answer telephone inquiries and collect contact information.
  • Transfer membership inquiries to the Membership Sales and Engagement Director when appropriate.
  • Process program registrations with a focus on engagement.
  • Be knowledgeable of all facility and program offerings.
  • Accurately process all transactions.
  • Reconcile end of shift report for accurate cash handling.
  • Efficiently process guest passes according to guest pass policies.
  • Pass along important information that occurred during your shift.

    • Desired Skills & Experience:

  • High School diploma or equivalent. College Credits preferred.
  • One (1) to two (2) years of customer service experience.
  • Knowledge of Microsoft Office and computer literate.
  • Strong interpersonal skills with the ability to quickly build rapport.
  • Entrepreneurial spirit with a willingness to support team members.
  • Ability to work in a fast-paced environment.
  • Excellent communication and problem-solving skills.
  • 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 individuals 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 rsum 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.

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