Member Engagement Representative, Osceola County YMCA Family Center

YMCA of Central Florida•Kissimmee, FL

10h•Onsite

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. This role conducts cause-driven tours, guides prospective members through enrollment, and delivers an exceptional onboarding experience so every new member feels a strong sense of belonging from day one. By proactively connecting members to programs and services aligned to their goals, accurately maintaining records in YMCA systems, and achieving individual and team sales metrics. The Member Engagement Representative helps drive membership acquisitions and first impressions to advance the YMCA’s mission and strengthens community impact.

Requirements

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, requiring all individuals check in appropriately and follow established YMCA policies.
Actively engage with members while providing friendly, helpful, and solution-oriented support that connects back to YMCA service and program offerings.
Support new members through the onboarding process, ensuring they feel welcomed, informed, and connected to programs that match the member’s personalized goals.
Partner with membership and program staff to connect members to YMCA offerings, promoting engagement across wellness, aquatics, youth, and community programs.
Conduct cause-driven tours that showcase the YMCA’s facilities, programs, and community impact, with the goal of driving membership enrollment.
Proactively promote membership sales by identifying individual/family needs and clearly communicating the value of YMCA membership.
Meet established assigned sales metrics and performance goals related to membership acquisition and retention.
Attend all required trainings and stay current with certifications, compliance requirements, and professional development expectations.
Escalates unresolved issues to the Member Engagement Coordinator and/or Supervisor.
Handle sensitive and protected member 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 standards.