Member Engagement & Experience Specialist

YMCA of Central Florida; Orlando (FL); Hybrid; USD 32,000 - 42,000; Full time

Job summary

YMCA of Central Florida seeks a Member Engagement Representative to greet members, manage access, enroll new members, and connect them to tailored programs. You will maintain accurate records in YMCA systems and contribute to sales metrics through proactive member engagement.

Responsibilities include onboarding new members, promoting programs across wellness, aquatics, youth, and community initiatives, and delivering exceptional service that reinforces the YMCA mission and sense of belonging.

Qualifications

• High School Graduate or equivalent.
• 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.

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.

Skills

Sales

Customer Service

Relationship management

Interpersonal skills

Education

High School Diploma or equivalent

Tools

CRM software

Job description

YMCA of Central Florida seeks a Member Engagement Representative to greet members, manage access, enroll new members, and connect them to tailored programs. You will maintain accurate records in YMCA systems and contribute to sales metrics through proactive member engagement.

Responsibilities include onboarding new members, promoting programs across wellness, aquatics, youth, and community initiatives, and delivering exceptional service that reinforces the YMCA mission and sense of belonging.