Member Engagement Representative, Downtown Orlando YMCA Family Center

Description

Position Summary

The Member Engagement Representative is the welcoming face of the YMCA, responsible for safe and consistent access control, high-impact member engagement, and membership growth. This role conducts cause-driven tours, guides prospective members through enrollment, and delivers an exceptional onboarding experience so every new member feels a strong sense of belonging from day one. By proactively connecting members to programs and services aligned to their goals, accurately maintaining records in YMCA systems, and achieving individual and team sales metrics. The Member Engagement Representative helps drive membership acquisitions and first impressions to advance the YMCA’s mission and strengthens community impact.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. We are the Y.

Job Responsibilities  

• Ensure appropriate procedures are followed for all member and guest/visitor access control, requiring all individuals check in appropriately and follow established YMCA policies.
• Actively engage with members while providing friendly, helpful, and solution-oriented support that connects back to YMCA service and program offerings.
• Support new members through the onboarding process, ensuring they feel welcomed, informed, and connected to programs that match the member’s personalized goals.
• Partner with membership and program staff to connect members to YMCA offerings, promoting engagement across wellness, aquatics, youth, and community programs.
• Conduct cause-driven tours that showcase the YMCA’s facilities, programs, and community impact, with the goal of driving membership enrollment.
• Proactively promote membership sales by identifying individual/family needs and clearly communicating the value of YMCA membership.
• Meet established assigned sales metrics and performance goals related to membership acquisition and retention.
• Attend all required trainings and stay current with certifications, compliance requirements, and professional development expectations.
• Escalates unresolved issues to the Member Engagement Coordinator and/or Supervisor.
• Handle sensitive and protected member information in alignment with YMCA policies and the Employee Handbook.
• Maintain a professional appearance at all times in accordance with YMCA dress code standards.
• Represent the YMCA’s mission and core values through professional conduct, a positive presence, and consistent delivery of excellent service standards.
• Report suspicious and inappropriate behaviors and policy violations.
• Adhere to job specific child abuse risk management responsibilities.
• Ensure consumers are properly signed in and signed out, ensures only authorized adults are allowed in the facility, etc.

Requirements

• High School Graduate or equivalent required.
• Minimum one year of experience in sales, customer service, or relationship management preferred.
• Proficiency with computer systems and data entry; experience with CRM or membership management software a plus.
• Strong interpersonal and communication skills, with the ability to inspire confidence and build relationships quickly.
• Comfortable engaging with individuals, families, and diverse communities in a positive and approachable manner.

Work Environment & Physical Demands

• Must be willing to work a flexible schedule, which may include weekends and holidays as needed.
• Must be willing to work an on-call schedule rotation as required.
• The noise level in the work environment is usually moderate to loud. 
• The physical activities of this position include: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, and repetitive motions. Talking is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels, with or without correction.
• Required to sit or stand for extended periods of time while demonstrating manual dexterity in order to accurately work on the phone, computer keyboard, and other equipment. 
• The employee must be able to perform light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The employee is required to have close visual acuity, along with the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures, transcribing, viewing a computer screen, extensive reading, or to make general observations of facilities or structures. 
• Must possess auditory and verbal capabilities in order to adequately communicate in person, via phone, and through electronic communication platforms.
• The employee is not substantially exposed to adverse environmental conditions.

Disclaimers

• Must complete successful background screening, which includes criminal and employment verification. Some positions may additionally require a successful credit check screening. 
• All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA promotes an equal employment opportunity work place which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
• This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.