Member Experience Lead – Front Desk & Onboarding

GOEBEL FIXTURE COMPANY; Charlotte (NC); On-site; USD 15,000 - 21,000; Part time

Benefits offered by this job

Free Y Membership

Job summary

YMCA of Greater Charlotte is seeking a Member Experience Lead to support daily front desk and fitness floor operations with intermediate customer service and membership responsibilities. The role includes onboarding new members, resolving basic account issues, and contributing to membership growth and retention.

This non-supervisory position emphasizes accuracy in member records, effective communication, and a friendly, inclusive environment, with responsibilities across check-in, transactions,

Qualifications

• Experience in YMCA membership or fitness front desk is preferred.
• Proficient with POS and CRM systems.
• Strong communication and customer service skills.
• Knowledge of onboarding new members.
• Attention to detail and reliability.
• Commitment to YMCA mission and values.

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

Customer service

Front desk operations

Communication skills

Attention to detail

Onboarding new members

Independent work

Team collaboration

YMCA mission alignment

Tools

POS systems

CRM/data-entry systems

Job description

YMCA of Greater Charlotte is seeking a Member Experience Lead to support daily front desk and fitness floor operations with intermediate customer service and membership responsibilities. The role includes onboarding new members, resolving basic account issues, and contributing to membership growth and retention.

This non-supervisory position emphasizes accuracy in member records, effective communication, and a friendly, inclusive environment, with responsibilities across check-in, transactions,