Member Experience & Programs Coordinator

Socket.dev; Orlando (FL); On-site; USD 38,000 - 46,000; Full time

Job summary

The role requires at least 1 year in sales, customer service, or relationship management, and flexibility to work evenings, weekends, and holidays. CRM experience and strong communication skills are essential.

Qualifications

• High School Graduate or equivalent work experience required.
• Minimum one years of experience in sales, customer service, or relationship management required.
• Proficiency with computer systems and data entry; experience with CRM or membership management software required.
• 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.
• Ability to work a flexible schedule including evenings, weekends, and holidays as needed.
• YMCA Membership or Operations experience a plus.

Responsibilities

• Manage member and guest/visitor access control, ensuring all individuals check in appropriately and follow established YMCA policies.
• Serve as the front-line point person during non-peak hours, including opening and closing shifts; coordinate coverage and promptly escalated safety/service issues.
• Actively engage with members while providing friendly, helpful, and solution-oriented support.
• Support new members through the onboarding process, ensuring they feel welcomed, informed, and connected to programs that match their goals.
• Partner with membership and program staff to connect members to YMCA offerings across wellness, aquatics, youth, and community programs.
• Conduct cause-driven tours that highlight facilities, programs, and community impact, and assist with enrollment as needed.
• Support sales processes by scheduling tours, coordinating follow-ups, and preparing simple reports in YMCA systems.
• Maintain accurate, timely records in membership systems, documenting tours, onboarding, events, and engagement interactions.
• Attend and participate in staff meetings and provide task-oriented support for the Member Engagement department (e.g., scheduling, materials, event logistics); represent the Y at offsite community events as assigned.
• Prepares and distributes membership reports for Membership Supervisor or above as needed; ensures accurate records and follow-up.
• Maintain accurate records in membership systems, ensuring all sales, onboarding, and engagement interactions are tracked.
• Attend all required trainings and remain current with certifications, compliance requirements, and professional development expectations.
• Handle sensitive and protected information in alignment with YMCA policies and the Employee Handbook.
• Maintain a professional appearance at all times in accordance with YMCA dress code standards.
• Represent the YMCA’s mission and core values through professional conduct, a positive presence, and consistent delivery of excellent service.

Skills

Sales experience

Customer service

Relationship management

CRM software

Data entry

Interpersonal communication

Education

High School Diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

The role requires at least 1 year in sales, customer service, or relationship management, and flexibility to work evenings, weekends, and holidays. CRM experience and strong communication skills are essential.