Educational Alliance was founded in 1889, and is one of New York City’s original settlement houses. Today, EA partners with the diverse communities of Lower Manhattan to offer New Yorkers high-quality, transformational programs and services that enhance their well-being and socio-economic opportunities. Educational Alliance has a powerful impact on our community through intertwined programs that include education, arts and culture, substance abuse and prevention, older adult services, health and wellness, and community-building. We believe that the right programs can dramatically unleash the potential – for happiness, productivity, and creativity – in people who often don’t have that opportunity. All EA programs have a firm commitment to inclusivity, diversity, and community. 

JOB PURPOSE

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 the 14 Street Y.

• Deliver customer service and safety to all members and participants in all programs. 
• Build relationships with internal and external customers.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Membership Services (80 %)

• Provide a warm, welcoming vibe to all who enter the 14^th Street Y, develop rapport and engage positively with customers.
• Shift roles between the service desk and greeter/lobby area where you will be access control for members and guests, as they scan in/sign in.
• Be present, professional and visible at 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 the 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 14th Street Y and beyond.
• Deliver 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.

Sales (20%)

• 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 sales log.
• Sell and process memberships

Other (10%)

• Perform membership and service related administrative and creative tasks. 
• Attending 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.

JOB QUALIFICATIONS

• High School diploma or higher, as well as on-the-job experience in a hospitality or front of house environment.
• Exceptional communication skills with 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 serviced in high paced environment

BENEFITS

• Discount Perks for Movies, Broadway Shows, and Amusement Parks, etc.
• Free Gym Membership to our Manny Cantor Center 14^TH ST Y Fitness Center
• Discounts to programs at Educational Alliance

Limitations and Disclaimer

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

EEO Info 

Educational Alliance is committed to workplace diversity and inclusion. We are equal opportunity employers and do 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 federal, state, or local law. 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.

Educational Alliance is an Equal Opportunity Employer.

For further information about Educational Alliance, please visit https://edalliance.org