Member Experience Lead: Brace YMCA

GOEBEL FIXTURE COMPANY; Matthews (NC); On-site; USD 18,000 - 21,000; Part time

Benefits offered by this job

Free YMCA membership

Job summary

YMCA of Greater Charlotte in Matthews, NC is seeking a Lead Member Experience Associate to support front-desk and fitness floor operations with customer service, onboarding new members, and driving membership growth. You will handle onboarding tasks, resolve routine account issues, and serve as a resource for peers in a fast-paced environment.

The role emphasizes a non-supervisory but knowledgeable presence, with opportunities to contribute to a welcoming, service-oriented culture and to support

Qualifications

• Prior experience in YMCA membership, fitness environments, front desk operations, or customer service.
• Proficiency with point-of-sale processes and CRM/data-entry systems.
• Strong communication and customer service skills with the ability to support members and resolve routine concerns.
• Basic knowledge of fitness floor operations or general exercise principles to support member engagement.
• Ability to learn and apply membership policies, pricing structures, and administrative procedures.
• High attention to detail, accuracy, and reliability in all member-facing tasks.
• Ability to support new member onboarding practices, including facility tours and equipment orientation.
• Comfort processing transactions, updating accounts, and handling standard membership issues.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Commitment to the mission, values, and service standards of the YMCA.

Responsibilities

• Deliver high-quality service across membership check-in, member support, and basic fitness floor operations.
• Use YMCA membership software and CRM tools accurately for member onboarding, transactions, and account support.
• Conduct Connect Appointments for new members and support their onboarding experience.
• Process membership and program sales accurately, including payment handling.
• Troubleshoot and resolve common membership account issues within Traction Rec.
• Communicate membership benefits, program information, and branch updates clearly to members.
• Support retention efforts through proactive service and follow-up.
• Assist with front desk workflow during peak times or when issues arise.
• Maintain accuracy of member records and ensure confidentiality standards.
• Contribute to a positive, inclusive environment that fosters member engagement.

Skills

YMCA membership experience

CRM systems

POS transactions

customer service

onboarding

attention to detail

teamwork

policies & pricing

facility tours

Tools

POS systems

CRM

Job description

• Location 3127 Weddington Road,Matthews, NC, 28105,United States
• Base Pay $13.00 - $15.00 / Hour
• Other Compensation Free Y Membership!
• Job Category Membership, Part Time
• Employee Type Non-Exempt PT

The Lead Member Experience Associate supports the daily member experience operations at the front desk and the fitness floor with intermediate customer service, sales responsibilities, and deeper knowledge of YMCA systems. This role handles new member onboarding tasks, resolves basic account issues, and contributes to membership growth and retention. The position is non-supervisory but serves as a knowledgeable resource for peers.

Culture Statement

The culture of the Y is rooted in our Christian mission and core principles. We strive every day tocollectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose

We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a senseof belonging by uplifting and supporting those around us. We demonstrate Generosity – sharing our time, skills, and resources freely and with joy.

We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – stayinggrounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when theyoccur, and honoring commitments. We honor Humility – leading with a servant's heart by prioritizing theneeds of others above our own.

We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. Wevalue Responsibility – performing every task timely with diligence and excellence and holding ourselvesaccountable by openly evaluating our performance. We engage in Service – going above and beyond inserving others by anticipating needs and delivering exceptional experiences.

Essential Functions

• Deliver high-quality service across membership check-in, member support, and basic fitness floor operations
• Use YMCA membership software and CRM tools accurately for member onboarding,transactions, and account support.
• Conduct Connect Appointments for new members and support their onboarding experience.
• Process membership and program sales accurately, including payment handling.
• Troubleshoot and resolve common membership account issues within Traction Rec.
• Communicate membership benefits, program information, and branch updates clearly tomembers.
• Support retention efforts through proactive service and follow-up.
• Assist with front desk workflow during peak times or when issues arise.
• Maintain accuracy of member records and ensure confidentiality standards.
• Contribute to a positive, inclusive environment that fosters member engagement.

Performs other duties and tasks as assigned by leadership

Required Qualifications

• Prior experience in YMCA membership, fitness environments, front desk operations, or customer service.
• Demonstrated proficiency with point-of-sale processes and CRM/data-entry systems.
• Strong communication and customer service skills with the ability to support members and resolve routine concerns.
• Basic knowledge of fitness floor operations or general exercise principles to support member engagement.
• Ability to learn and apply membership policies, pricing structures, and administrative procedures.
• High attention to detail, accuracy, and reliability in all member-facing tasks.
• Ability to support new member onboarding practices, including facility tours and equipmentorientation.
• Comfort processing transactions, updating accounts, and handling standard membership issues.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Commitment to the mission, values, and service standards of the YMCA.

All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte.

Working Conditions

• Fast-paced member services environment with regular interruptions and multitasking.
• Ability to stand or sit for long periods and perform basic physical tasks.
• Flexible schedule required, including evenings, weekends, and holidays.
• Exposure to standard cleaning products, fitness floor settings, and point-of-sale equipment.
• May require moving materials up to 25 lbs.

1 FUNCTIONAL EXPERTISE: Executes superior technical skills for the role

2 ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit

3 EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations

4 COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause