Member Engagement Representative, Roper YMCA Family Center

YMCA of Central Florida•Winter Garden, FL

About The Position

The Member Engagement Representative is the welcoming face of the YMCA, responsible for safe and consistent access control, high-impact member engagement, and membership growth. The role conducts cause-driven tours, guides prospective members through enrollment, and delivers an exceptional onboarding experience so new members feel a strong sense of belonging. The representative connects members to programs and services aligned with their goals, accurately maintains records in YMCA systems, and works toward individual and team sales metrics to support membership acquisitions and advance the YMCA’s mission. The position represents the YMCA’s mission and core values through professional conduct, a positive presence, and excellent service. It requires a flexible schedule that may include weekends and holidays, as well as participation in an on-call rotation. The work environment is usually moderate to loud, and the role includes extended periods of sitting or standing, communication with members and visitors, and light physical work. Successful background screening is required.

Requirements

High school graduate or equivalent required.
Strong interpersonal and communication skills, including the ability to inspire confidence and build relationships quickly.
Ability to engage positively and approachably with individuals, families, and diverse communities.
Proficiency with computer systems and data entry.
Willingness to work a flexible schedule that may include weekends and holidays as needed.
Willingness to work an on-call schedule rotation as required.
Ability to complete successful background screening, including criminal and employment verification; some positions may also require a successful credit check.
Ability to perform the described physical activities and light work, including exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently.
Ability to sit or stand for extended periods and use manual dexterity to work with a phone, computer keyboard, and other equipment.
Close visual acuity and auditory and verbal capabilities sufficient to communicate in person, by phone, and through electronic communication platforms.

Nice To Haves

At least one year of experience in sales, customer service, or relationship management.
Experience with CRM or membership management software.

Responsibilities

Ensure members, guests, and visitors follow access-control procedures, check in appropriately, and comply with YMCA policies.
Engage with members and provide friendly, helpful, solution-oriented support connected to YMCA services and programs.
Guide new members through onboarding so they feel welcomed, informed, and connected to programs aligned with their goals.
Partner with membership and program staff to connect members with wellness, aquatics, youth, and community programs.
Conduct cause-driven tours highlighting YMCA facilities, programs, and community impact to encourage membership enrollment.
Promote membership sales by identifying individual and family needs and communicating the value of membership.
Meet assigned sales metrics and performance goals related to membership acquisition and retention.
Attend required training and maintain current certifications, compliance, and professional development requirements.
Escalate unresolved issues to the Member Engagement Coordinator and/or Supervisor.
Handle sensitive and protected member information in accordance with YMCA policies and the Employee Handbook.
Maintain a professional appearance in accordance with YMCA dress code standards.
Represent the YMCA’s mission and core values through professional conduct and excellent service.
Report suspicious or inappropriate behavior and policy violations.
Follow job-specific child abuse risk management responsibilities.
Ensure consumers are properly signed in and out and that only authorized adults enter the facility.
Perform other duties as assigned by management.