Member Engagement Representative, Downtown Orlando YMCA Family Center

YMCA of Central Florida•Orlando, FL

5d•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. 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. By connecting members to programs and services aligned with their goals, maintaining accurate records in YMCA systems, and achieving individual and team sales metrics, the representative helps drive membership acquisitions and strengthen community impact. 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 as required. The work environment is usually moderate to loud, and the role includes extended periods of sitting or standing, frequent communication, computer and phone use, and light physical work.

Requirements

High school graduate or equivalent.
Strong interpersonal and communication skills, with 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, which may include weekends and holidays as needed.
Willingness to work an on-call schedule rotation as required.
Successful background screening, including criminal and employment verification; some positions may additionally require a successful credit check.
Ability to perform the described physical activities, including standing, walking, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, feeling, and repetitive motions.
Ability to sit or stand for extended periods and use manual dexterity to work accurately on a phone, computer keyboard, and other equipment.
Ability to perform light work, exerting up to 20 pounds occasionally and/or up to 10 pounds frequently.
Close visual acuity and auditory and verbal capabilities sufficient for the duties described.

Nice To Haves

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

Responsibilities

Follow procedures for member and guest access control, ensuring individuals check in appropriately and comply with YMCA policies.
Engage with members and provide friendly, helpful, solution-oriented support connected to YMCA services and programs.
Support new members through onboarding so they feel welcomed, informed, and connected to programs that match their goals.
Partner with membership and program staff to connect members to wellness, aquatics, youth, and community programs.
Conduct cause-driven tours of YMCA facilities, programs, and community impact to encourage membership enrollment.
Promote membership sales by identifying individual and family needs and communicating the value of YMCA membership.
Meet assigned sales metrics and performance goals related to membership acquisition and retention.
Attend required trainings 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.
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 are permitted in the facility.
Perform other duties assigned by management.