Member Experience & Engagement Concierge

YMCA of NorthWest North Carolina; King (NC); On-site; USD 19,000 - 29,000; Full time

Job summary

The YMCA of NorthWest North Carolina seeks a Member Experience Representative to drive member engagement, growth, and retention by building authentic relationships and delivering frontline service.

You will manage guest tours, register participants, and handle membership administration via DAXKO, partnering with Wellness on onboarding and serving as the emergency control point to ensure a welcoming, safe environment for all members and guests.

Qualifications

• 18 years of age or older.
• Associate’s degree or two years of related experience preferred.
• Proficient computer skills; ability to learn YMCA/DAXKO or related software.
• Excellent customer service and strong verbal communication skills.
• Outgoing personality, helpful demeanor, and ability to work evenings and weekends.
• Current CPR/First Aid/AED/Oxygen certification or ability to obtain within 30 days of hire.
• Bilingual skills preferred.
• Ability to stand for the entirety of the shift.

Responsibilities

• Greet and assist all members, potential members and staff in a professional and friendly manner.
• Conduct tours with prospective members, explaining benefits of membership, YMCA mission, volunteer opportunities and financial assistance.
• Ask prospective members to join and follow up with those who do not.
• Use Listen-First skills to determine goals and connect with appropriate staff, programs and communities.
• Coordinate with wellness staff to schedule and ensure attendance at new member uFit sessions.
• Address complaints courteously and resolve customer service issues; inform supervisor of unresolved issues.
• Process new member ID cards, issue guest passes, and register members for services and programs.
• Respond to phone inquiries using YMCA best practices.
• Know emergency procedures and act as the control center during emergencies.
• Support DAXKO reports as needed for the branch.
• Assist with the Annual Giving Campaign as directed.
• Be knowledgeable about programs and volunteer opportunities.
• Articulate the YMCA’s mission, values and benefits.

Education

Associate’s degree or equivalent combination of education and experience

Job description

The YMCA of NorthWest North Carolina seeks a Member Experience Representative to drive member engagement, growth, and retention by building authentic relationships and delivering frontline service.

You will manage guest tours, register participants, and handle membership administration via DAXKO, partnering with Wellness on onboarding and serving as the emergency control point to ensure a welcoming, safe environment for all members and guests.