Customer Experience Associate

About Asphalt Green 

Asphalt Green is a nonprofit organization that transforms lives and builds community through sports, fitness, and play for all. 

Each year, Asphalt Green serves thousands of New Yorkers through sports, aquatics, fitness, camps, and community programs that promote health, personal growth, and lifelong participation in physical activity. Across three campuses and numerous community partnerships, Asphalt Green is committed to providing high-quality programs that are inclusive, accessible, and rooted in excellence. 

Asphalt Green believes that access to movement, sport, and wellness can change lives. Our work helps young people develop confidence, resilience, leadership skills, and healthy habits that extend far beyond the playing field. 

About the Role 

Asphalt Green is seeking a dynamic, organized, and service-oriented Customer Experience Associate to join our team at our Upper East Side campus. 

This full-time role is responsible for creating a welcoming, professional, and high-quality experience for members, guests, visitors, program participants, and staff. The Customer Experience Associate supports front desk operations, facility access, check-in and check-out procedures, member and guest communication, membership support, administrative tasks, and day-to-day customer service needs. 

The ideal candidate is friendly, proactive, calm under pressure, and passionate about helping people. This role is a strong fit for someone who enjoys working in a fast-paced, mission-driven, community-focused environment and takes pride in delivering excellent service. 

Why This Role Matters

The Customer Experience team is often the first point of contact for members, guests, visitors, and program participants. 

This role helps shape how people experience Asphalt Green from the moment they enter the facility. A strong Customer Experience Associate helps create a welcoming environment, supports smooth front desk operations, answers questions, resolves concerns, and helps members and guests feel informed, respected, and supported. 

This role also supports membership operations, facility access, safety, communication, and team collaboration across departments. 

What You’ll Do 

Member, Guest, and Visitor Experience

• Warmly greet members, guests, visitors, and program participants.   

• Create a welcoming, professional, and service-oriented front desk experience. 

• Provide accurate information about Asphalt Green programs, services, memberships, events, and facility policies. 

• Help members and guests navigate the facility and connect with the appropriate staff or department. 

• Manage and resolve customer concerns with professionalism, empathy, and good judgment. 

• Maintain a calm, positive, and helpful attitude in a fast-paced environment. 

• Offering support to the Towel Desk as needed. 

• Support a high-quality experience for everyone who enters Asphalt Green. 

Front Desk and Facility Access

• Handle check-in and check-out procedures efficiently and accurately. 

• Monitor facility access and help ensure safety and security procedures are followed. 

• Enforce facility policies in a professional and respectful manner. 

• Support membership operations, including card printing and POS transactions. 

• Distribute towels and maintain inventory controls. 

• Maintain cleanliness and organization of the front desk, lobby, and surrounding areas. 

• Help ensure the front desk is prepared, stocked, and ready for daily operations. 

• Facilitating building package deliveries. 

Communication and Administrative Support 

• Answer phone calls and direct inquiries to the appropriate departments. 

• Respond to questions from members, guests, visitors, and staff. 

• Perform administrative duties, including data entry, record keeping, filing, and other front desk support tasks. 

• Use Salesforce and other systems to support customer service, membership, and administrative needs. 

• Track and update information accurately and on time. 

• Provide support and information to Asphalt Green program staff. 

• Communicate clearly with teammates, supervisors, and other departments. 

Teamwork and Cross-Department Support

• Collaborate with Customer Experience team members to support a positive team culture. 

• Work with Membership, Programs, Operations, Fitness, Aquatics, and other departments to support member and guest needs. 

• Share information with the team to help improve service, communication, and daily operations. 

• Support teammates during busy periods, shift transitions, and customer service situations. 

• Represent Asphalt Green with professionalism, warmth, and accountability. 

What Success Looks Like

Success in this role means members and guests feel welcomed, informed, and supported, and front desk operations run smoothly. 

A successful Customer Experience Associate will: 

• Greet people warmly and create a positive first impression. 

• Handle check-in, check-out, access, and front desk duties accurately. 

• Communicate clearly and professionally with members, guests, staff, and other departments. 

• Resolve concerns with patience, empathy, and good judgment. 

• Stay organized while managing multiple tasks at once. 

• Keep the front desk and surrounding areas clean, stocked, and professional. 

• Use Salesforce and other systems accurately. 

• Support membership operations, POS transactions, towel distribution, and administrative needs. 

• Remain calm and helpful in a fast-paced environment. 

• Contribute to a positive, team-oriented culture. 

Who You’ll Work With

The Customer Experience Associate works closely with Customer Experience leadership, front desk team members, Membership staff, Program staff, Operations staff, Aquatics, Fitness, and other Asphalt Green departments. 

This role interacts regularly with members, guests, visitors, program participants, families, and vendors. 

Required Qualifications

You’ll need: 

• Strong communication and customer service skills. 

• Strong interpersonal and conflict-resolution skills. 

• Ability to multitask, stay organized, and remain calm under pressure. 

• Friendly, proactive, and team-oriented mindset. 

• Ability to provide accurate information about programs, services, memberships, events, and facility policies. 

• Ability to use or learn customer service, CRM, POS, and front desk systems. 

• Ability to work with members, guests, visitors, families, staff, and program participants in a professional and respectful manner. 

• Open availability, including evenings, weekends, and holidays as needed. 

• Ability to work a Sunday–Thursday schedule, with times and days varying based on scheduling needs. 

• Ability to perform the physical requirements of the role with or without reasonable accommodation. 

Preferred Qualifications

It would be helpful if you also have: 

• Experience in customer service, hospitality, front desk operations, membership services, recreation, fitness, nonprofit, or a community-facing environment. 

• Experience using Salesforce or a similar CRM system. 

• Experience with POS transactions, check-in systems, membership systems, or access control. 

• Experience handling customer concerns, complaints, or service recovery. 

• Experience working in a fast-paced public-facing environment. 

• Bilingual or multilingual language skills. 

Schedule and Work Environment 

This is a part-time, in-person role based at Asphalt Green’s aquatic facilities. 

This role may be scheduled at the Upper East Side location, Battery Park City location, or both locations based on department needs. Closing availability is required on Mondays, Wednesdays, and Fridays. Weekend closing availability is strongly preferred. Additional flexibility may be required based on aquatics programming, staffing needs, evenings, weekends, and holidays. 

The work environment includes indoor pool areas, pool decks, locker room-adjacent areas, aquatics program spaces, and other facility areas. This role requires regular interaction with swimmers, members, guests, families, program participants, and staff. 

Physical Requirements

This role may require the ability to: 

• Stand, sit, walk, bend, reach, and move throughout the front desk, lobby, and facility areas. 

• Use a computer, phone, POS system, printer, and standard office equipment for extended periods. 

• Communicate clearly in person, by phone, and by email. 

• Assist members, guests, and visitors in a busy public-facing environment. 

• Lift, carry, organize, or distribute light materials, towels, supplies, or front desk items as needed. 

• Remain attentive and responsive during busy periods and customer service situations.