Educational Alliance, Inc. Membership Assistant in New York, New York
Job Title: Membership Assistant
Division - Department: Operations and Customer Experience
Job Classification (FLSA): Non-Exempt, Part-time
Date: October 2021
Supervisor: Director of Customer Experience
Educational Alliance, a 127-year-old New York institution, is a vibrant, dynamic organization serving New Yorkers from all walks of life. We serve everyone regardless of the language they speak, where they come from, or their socioeconomic status. We believe that everyone should have a chance to live a better life and that arts and culture, education, health and wellness, and social services can help lay that foundation.
Paid Holidays, Floating Holidays, and Personal Days
Comprehensive Health Insurance
Free Gym Membership to our 14th Street Y Community Center
403(b) Retirement Plan
Discounts to programs at Educational Alliance
Generous Vacation Package
Provide a high standard of customer experience and staff the Membership Service Desk in the Lobby of the 14th Street Y, process member, and guest transactions. Maintain professional, helpful, and warm/welcoming customer service at all times when dealing with all members, clients, and visitors. Build rapport and foster relationships within the community. Represent the brand and core values of 14 Street Y.
SCOPE OF INFLUENCE
Deliver customer service and safety to all members and participants in all programs
Build relationships with internal and external customers
KEY RESPONSIBILITIES AND ACCOUNTABILITIES (Enter as many job functions as needed including an “Other” category)
Membership Services (80 %)
Provide a warm, welcoming vibe to all who enter the 14th Street Y, develop rapport, and engage positively with customers.
Be present, professional, and visible at the member service desk area. Respond to questions from callers, visitors, and members.
Maintain thorough understanding and up-to-date knowledge of all programs, departments, functions, and offerings of 14 Street Y and support prospective members/clients in selecting and purchasing memberships, classes, and other program offerings.
Identify customer needs and make connections with services, programs, and people within the 14th Street Y and beyond.
Deliver the highest level of customer experience based on established 14th Street Y standards and customer code. Always respond to inquiries/concerns in a timely, courteous manner, with sincere attention to members, providing regular positive feedback to participants, knowing and using their names in speaking to the members.
Resolve member/client concerns and complaints, ensure that all receive prompt and cordial service, and alerting and working with Member Services Manager, when necessary.
Process large volume of daily membership sales, class registrations, transfers, and other transactions; maintain accurate and up-to-date records; perform daily reconciliation, and other reports, as needed.
Accept, screen, route telephone calls and take messages; receive deliveries of mail, packages, and materials for programs and staff; and other daily tasks to maintain the smooth functioning of the Y
Stay abreast on 14 Street Y programs and offerings.
Offer tours to prospective members using the consultant-based approach.
Complete follow-up procedures with prospective members including follow-up communications and documenting results in the sales log.
Sell and process memberships
Perform membership and service-related administrative and creative tasks.
Attend staff meetings and trainings as required.
Perform regular facility walk-throughs to identify cleanliness or safety concerns.
Assist with special projects, events, and promotions as needed.
Perform other duties as assigned.
High School diploma or higher, as well as on-the-job experience in a hospitality or front of house environment.
Exceptional communication skills with the ability to build relationships and rapport with all members and guests.
Team player who approaches challenges in a flexible, creative, and positive manner
Strong oral and written skills, detail-oriented, and computer savvy with the ability to learn new software
Committed to providing exemplary customer service in a high paced environment
Role Key Competencies
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability, or protected veteran status. Educational Alliance takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.