Educational Alliance, Inc. Membership Associate, Program Communications in New York, New York
Reporting to the Director of Member Experience, the Membership Associate: Program Communications, is responsible for ensuring the seamless execution of various Programmatic needs at the 14Y Service Desk, which includes weekly interdepartmental communication with program leads to ensure the Service Desk is well equipped for current and future programs. In addition, the candidate will collaborate with Marketing to support efforts in creating and promoting programs, knowing registration details and needs for current and new clients. In addition, assist with other projects as assigned. The selected candidate for this position will be a highly resourceful individual with strong emotional intelligence, self-motivation, integrity, willingness to consistently put the 14th Street Y’s interest above all else. This person should be teamwork centered, a personable and friendly demeanor, and possess strong analytical skills.
SCOPE OF INFLUENCE
Interfaces with all community members as one of the first faces people see when they enter our building
Collaborates with all 14th Street Y departments
Partners with internal teams and external customers
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Service Desk Associate
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 14 th Street Y standards. Always responding to inquiries / concerns in a timely manner , being courteous and giving sincere attention to members , providing regular postive 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.
Meet with Program Leads as they prepare for the following season of programs, to help develop and implement internal communications and support external communications strategy for up-and-coming programs
Consult with marketing as we prepare to communicate with Members/Non-Members, ensure the data on our website/database is accurate and efficient, including pricing, description, dates etc.
Implement and oversee Service Desk communication (Service desk email box, Microsoft Teams communication in-house)
Work with Service desk team to ensure they all know where to find information and that they have up-to-date program information
Support service desk colleagues as needed
Other projects as assigned
At least 3-5 years' experience managing an office with multiple departments or other relevant experience outside of an office setting
Extremely organized and able to multi-task
Knowledge of Microsoft Office programs ( ie : Word, Excel, etc.) required
Willingness to get fire department certifications for building and event compliance
Comfortable and able to speak with community members, and Executives alike
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
Role Key Competencies
Planning / Organization
Communication / professionalism
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
COVID Vaccination Policy:
All employees of Educational Alliance must provide proof of their fully vaccinated status before starting work. All vaccine-related information/documentation will be kept private consistent with HIPAA regulations.
If employees have a qualifying medical exemption or sincerely held religious belief that prevents them from getting that vaccine, they should request a Reasonable Accommodation Form from the People and Culture department, which will be reviewed by the Chief People and Equity Officer as well as P&C representatives. Employees may be required to substantiate their request for exemption with the appropriate documentation. Staff will not be subject to discrimination or retaliation based on their vaccination status.
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.