Member Relations Champion

Crossroads-Ymca-; Hammond (IN); On-site; USD 18,000 - 26,000; Part time

Job summary

Crossroads YMCA in Hammond, IN is seeking a Part Time Member Relations Champion to create a welcoming, safe, and engaging environment for members, guests, and staff. The role blends front-line service with peer leadership to support operations, drive satisfaction, and grow membership.

You will model YMCA values, greet people, handle check-ins, tours, and inquiries, and contribute to training and teamwork. Must be 18+, flexible hours, and have CRM experience.

Qualifications

• Minimum age 18 required.
• Flexible hours including evenings, weekends, and holidays.
• Minimum of 12 months of job related experience.
• Excellent interpersonal, communication, and problem-solving skills.

Responsibilities

• Greet and assist members with a positive, relationship-focused approach.
• Deliver exceptional service during check-ins, inquiries, and tours.
• Manage cash drawer and perform shift closeouts.
• Conduct tours aimed at joining and retention benchmarks.
• Communicate membership benefits and upgrades.
• Support onboarding and development of new staff.
• Provide administrative support to ensure efficient service.
• Respond to emergencies per YMCA policy and assist with reports.

Skills

Interpersonal skills

Communication skills

Problem-solving

CRM experience

Customer service

Tools

CRM software

Job description

Job Details: Job Location: Hammond Family YMCA - Hammond, IN 46320, Position Type: Part Time, Pay starts at $16.00 per hour and up based on experience.

Join the Membership team at the Gary YMCA — Built on Hospitality, Wellness, and Community.

We are looking for a motivated & energetic individual who has open availability.

POSITION SUMMARY:

The Member Relations Champion supports the mission of the Crossroads YMCA by creating a welcoming, safe, and engaging environment for all members, guests, and staff. This role combines front-line member service excellence with peer leadership responsibilities to support departmental operations, drive member satisfaction, and strengthen community through meaningful relationships. The Champion serves as a role model for legendary customer service, supports staff development, and contributes to membership growth and retention efforts.

ESSENTIAL FUNCTIONS:

• Effectively model and communicate the mission, vision, and values of the Crossroads YMCA.
• Greet, engage, and assist all members, guests, and staff with a positive, relationship-focused approach.
• Deliver exceptional service while handling check-ins, membership inquiries, account alerts, and facility tours.
• Maintain responsibility for an individual cash drawer and complete accurate shift closeouts.
• Conduct cause-driven tours with a goal to exceed tour-to-join closing rate benchmarks.
• Communicate membership benefits and upgrades to support retention and member satisfaction.
• Build meaningful relationships by getting to know members beyond surface-level interactions and helping connect them with programs, services, and other members.
• Resolve complex or escalated member concerns in a calm, solution-focused manner.
• Support the onboarding, training, and development of new staff to strengthen team effectiveness.
• Collaborate with department leaders to provide administrative support and help ensure consistent, efficient service.
• Contribute to team meetings, lead or support planning and delivery of internal training or communication.
• Respond to emergency situations per YMCA policy and assist with incident reporting as needed.
• Represent the YMCA’s core values and support annual campaign efforts through engagement and promotion.
• Complete all required compliance and professional development training annually or as assigned.
• Perform other duties as assigned to meet the needs of the department or branch.

QUALIFICATIONS:

• Minimum age 18 required.
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Minimum of 12 months of job related experience.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to work, relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
• Minimum required 18 hours worked per week.
• Adept computer skills with CRM experience.

YMCA COMPETENCIES (Team Leader):

The National YMCA Mission:

“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”

Caring: Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.

Honesty: Builds trust by being transparent in decision‑making and feedback. Encourages open dialogue.

Respect: Creates a respectful team culture. Resolves conflict with fairness and professionalism

Responsibility: Holds self and team accountable for goals. Provides feedback and supports growth.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Visual, auditory, and verbal ability to communicate effectively.
• Must have high level of alertness, concentration, and initiative.
• Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
• Work environment involves frequent computer use with standing and some sitting, requiring sustained attention to detail and focus. Regular movement is encouraged to support ergonomic well-being.
• Maintain a neat and professional appearance at all times.