Bilingual Member Relations Champion

Crossroads YMCA•Hammond, IN

4d•Onsite

About The Position

Be the voice, the connection, and the champion for our members. Apply Today! 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. Qualifications

Requirements

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.
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.

Responsibilities

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.