Membership Associate

Membership Associate, Customer Service And Member Retention

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.

The 14th Street Y is a vibrant Jewish community center located in Downtown Manhattan. Each year, tens of thousands of New Yorkers of all ages, race, and ethnicities come to 14Y as members, visitors, or partners to experience our high quality and varied programs centered around arts and culture, early childhood education, summer camps, fitness and aquatics, Jewish life, and older adult services.

We are seeking a part-time Membership Associate, Customer Service and Member Retention. The Membership Associate is responsible for ensuring the seamless execution of various reporting and outreach tasks at the 14th Street Y Service Desk, and collaborating with our Sales Coordinator and Director of Member Experience in retaining past, current and future members. They will plan and execute small in-house customer service trainings, and keep up to date on the best practices in customer service. In addition, assist with other projects as assigned.

Responsibilities

• Be present and visible at member service desk, respond to questions from callers, visitors and members.
• Maintain thorough understanding and up-to-date knowledge of all programs, departments, functions and offerings of the 14 Street Y and support prospective members / clients in selecting and purchasing memberships, classes and other program offerings.
• Deliver high level customer service based on established 14th Street Y standards. Always responding to inquiries/concerns in a timely manner, being courteous and giving sincere attention to members, providing regular positive feedback to participants, knowing individual names 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 Director of Member Experience, 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
• Bring a warm and welcoming presence to Members and Guests
• Stay abreast on 14 Street Y programs and offerings.

• Manage and help create better processes for membership joining, cancelations and adjustments.
• Lead customer service initiatives like creating and implementing standards for speaking on the phone, emailing with members, prospective members, and other employees.
• Create and lead the team in small customer service trainings to keep everyone on the same page and maintaining high standards.
• Support the Service Desk appearance in ensuring we are serving the highest quality of Customer Service.
• Tabling/outreach: work with Membership Experience Director & Membership Associate, Community Engagement on creating member specific-events

• Collaborate with Sales Coordinator by gathering and tracking information as needed for the sales effort at the 141Y.
• Oversee 14Y Insurance Based membership reporting (monthly).
• Oversee decline calls process.

Qualifications

• At least 3-5 years' experience managing an office with multiple departments or other relevant experience outside of an office setting
• Must be available at 5:45am, Monday through Friday and/or 6:45am, Saturday and Sunday
• Knowledge of Microsoft Office programs (ie: Word, Excel, etc.) required
• Willingness to get fire department certifications for building and event compliance
• Extremely organized and able to multi-task
• Comfortable and able to speak with Executives
• Ability to efficiently manage time, self-direct work, and ask for help if needed
• Willing to be part of a team, working together to make things better and more efficient

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

Educational Alliance is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, marital status, disability status, veteran status, or any other characteristic protected by applicable federal, state, or local law.