Member Experience & Onboarding Guide

Ymc; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The YMCA is seeking a Member Engagement Representative to welcome guests, ensure secure access, and drive membership growth. You will guide tours, onboard new members, and connect people to programs that meet their goals, delivering exceptional service and helping foster a sense of belonging from day one.

As a frontline ambassador, you’ll promote YMCA offerings across wellness and community programs, meet sales targets, and participate in ongoing trainings to support a thriving, inclusive

Qualifications

• High School Graduate or equivalent required.
• 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.
• Actively engage with members while providing friendly, helpful, and solution-oriented support.
• Support new members through the onboarding process, ensuring they feel welcomed and connected to programs.
• Partner with staff to connect members to YMCA offerings across wellness, aquatics, youth, and community programs.
• Conduct tours showcasing facilities, programs, and community impact to drive membership enrollment.
• Promote membership sales by identifying needs and communicating the value of YMCA membership.
• Meet assigned sales metrics and performance goals for membership acquisition and retention.
• Attend required trainings and stay current with certifications and compliance expectations.
• Escalates unresolved issues to the Member Engagement Coordinator or Supervisor.
• Handle sensitive member information in alignment with policies and handbook.
• Maintain a professional appearance per YMCA dress code standards.
• Represent the YMCA’s mission and core values through conduct and service standards.
• Report suspicious or inappropriate behaviors and policy violations.
• Adhere to child abuse risk management responsibilities.
• Ensure consumers are properly signed in/out and only authorized adults are allowed in the facility.

Skills

Sales experience

Customer service

Relationship management

Interpersonal communication

CRM software

Data entry

Education

High School Diploma or equivalent

Tools

CRM software

Membership management software

Job description

The YMCA is seeking a Member Engagement Representative to welcome guests, ensure secure access, and drive membership growth. You will guide tours, onboard new members, and connect people to programs that meet their goals, delivering exceptional service and helping foster a sense of belonging from day one.

As a frontline ambassador, you’ll promote YMCA offerings across wellness and community programs, meet sales targets, and participate in ongoing trainings to support a thriving, inclusive