Member Engagement Representative (Mill Creek)

DeKalb Health; Everett (WA); On-site; USD 25,000 - 28,000; Part time

Job summary

The YMCA of Snohomish County is seeking a Member Engagement Representative at the Welcome Center in Everett, WA. This role drives membership growth and retention by conducting facility tours, onboarding new members, and delivering responsive, high-quality customer service.

You will be the primary contact, balancing phones, walk-ins, and member needs with warmth and efficiency. Ideal candidates are 18+, with strong interpersonal skills and experience in customer service or membership sales; CRM

Qualifications

• 18 years of age or older.
• Warm, outgoing communicator with strong interpersonal skills.
• Experience in customer service or membership/program sales preferred.
• Proficient with basic computer applications; CRM experience a plus.

Responsibilities

• Deliver excellent customer service to all members and guests.
• Manage multiple tasks during peak times (phones, walk-ins, member requests).
• Conduct engaging facility tours to convert interest into membership.
• Support new member onboarding by scheduling orientations and introductions to classes.
• Resolve membership questions and concerns with professionalism and empathy.
• Maintain accurate records using CRM software and uphold Y policies.

Skills

Customer service

Interpersonal communication

CRM experience

Evening/weekend availability

Bilingual (desired)

Job description

• Base Pay $18.41 - $20.42 / Hour
• Job Category Membership, Customer Service
• Employee Type Non-Exempt Part Time

• Phone [phone]
• Email [e-mail]

The YMCA of Snohomish County provides jobs and careers with a cause. Every day, the Y makes a lasting impression in our communities through youth development, healthy living and social responsibility. Our unique work environment constantly changes to adapt to the needs of our communities. We are a non-profit, in the people business. This means that we help members meet a fitness or ability goal, see that children thrive in our child care programs, encourage family togetherness, and give youth an opportunity to learn life skills through water safety, sports, and teen programming.

Our Commitment to Inclusion

The Y is made up of people of all ages and from every walk of life, working side by side to strengthen communities. Together we work to ensure that everyone, regardless of ability, age, cultural background, ethnicity, faith, gender, gender identity, ideology, income, national origin, race or sexual orientation, has the opportunity to reach their full potential with dignity. Our core values are caring, honesty, respect and responsibility—they guide everything we do.

We look forward to having you on our YMCA team! The YMCA is an Equal Opportunity Employer that celebrates diversity at all levels of our organization!

POSITION SUMMARY

The Member Engagement Representative drives membership growth and retention at the Welcome Center. This role is responsible for converting prospective member inquiries into memberships through consultative facility tours, onboarding new members into programs that maximize participation, and delivering responsive, high-quality customer service. Success in this position requires the ability to juggle competing priorities with composure and efficiency, maintaining warmth and attention to detail even during peak traffic periods when phones, walk-ins, and member needs demand simultaneous attention. As the branch's primary point of contact, this position directly advances the Y's mission by building the community connections that make membership - and the Y - essential.

ESSENTIAL FUNCTIONS

• Deliver excellent customer service that creates welcoming, inclusive experiences for every member and guest.
• Thrive in a fast-paced environment, managing multiple tasks — walk-ins, phones, and member requests — without compromising service quality.
• Conduct engaging facility tours that connect prospects to the Y's mission and convert interest into membership.
• Support new member onboarding by scheduling orientations, facilitating introductions to group classes, and building relationships that drive retention.
• Resolve membership questions and concerns with professionalism, empathy, and ownership.
• Maintain accurate, up-to-date records using CORE CRM software.
• Uphold and communicate Y policies clearly and consistently.
• Maintain a clean, organized, and inviting Welcome Center environment.
• Support branch safety through locker room monitoring, facility access control, quick checks, and emergency response procedures.

QUALIFICATIONS

• 18 years of age or older.
• Warm, outgoing communicator with strong interpersonal and problem-solving skills.
• Experience in customer service or membership/program sales preferred.
• Proficient with basic computer applications; CRM experience a plus.
• Fluency in a second language is desired.

WORKING CONDITIONS

This role requires consistent standing at the Welcome Center, the ability to walk throughout the facility, and occasional lifting up to 25 lbs. Scheduled shifts include evenings and weekends. The Y is committed to creating an accessible and inclusive workplace for all employees.

Y Culture

• Build relationships with a diverse membership base in culturally responsive ways, connect members with one another and to the YMCA
• Exhibit Caring, Honesty, Respect and Responsibility
• Complete required training and certifications within established guidelines
• Arrive on time ready for shift, clock in/out within timekeeping system

Embrace Leader Core Competencies

Mission Advancement

• Accepts and demonstrates the Y's values
• Demonstrates a desire to serve others and fulfill community needs
• Recruits volunteers and builds effective, supportive working relationships with them
• Works effectively with people of different backgrounds, abilities, opinion, and perceptions
• Builds rapport and relates well to others
• Seeks first to understand the other person’s point of view and remains calm in challenging situations
• Listens for understanding and meaning; speaks and writes effectively
• Takes initiative to assist in developing others

Operational Effectiveness

• Makes sound judgments, and transfers learning from one situation to another
• Embraces new approaches and discovers ideas to create a better member experience
• Establishes goals, clarifies tasks, plans work, and actively participates in meetings
• Follows budgeting policies and procedures, and reports all financial irregularities immediately
• Strives to meet or exceed goals and deliver a high-value experience for members

Personal Growth

• Pursues self-development that enhances job performance
• Demonstrates an openness to change and seeks opportunities in the change process
• Accurately assesses personal feelings, strengths, and limitations and how they impact relationships
• Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-the-date knowledge and skills in technology

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job.

Physical Demands

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use of hands repetitively to handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision and the ability to adjust focus.

Mental Demands

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve routine and complex problems; may use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with members, staff, volunteers, and others encountered in the course of work, some of whom may be dissatisfied individuals.

Job descriptions represent a general outline of job duties, functions and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and therefore their description may not reflect the precise nature of the position at a given point in time.

Summary

Our benefits are AMAZING!

• FREE YMCA family membership for all staff
• FREE training offered for all positions & get paid while you train for your job!
• Sick Pay accrued at rate of one hour for every 40 hours worked (available after 90 days)
• Retirement paid at 12% annual compensation after 2 years of service (minimum 1,000 hours worked in each year)
• 20% off programs and services for all staff
• Cheery, dynamic cause-driven work environment, like no other!
• Flexible work schedules and a family-friendly environment.
• Little to no experience required for most positions - let us train you!

The full range of the pay grade for this position is $18.41-$26.53.