Member Experience Staff-Highland County YMCA

The Member Experience Staff plays a vital role in creating welcoming, engaging, and meaningful experiences for YMCA members and guests. This position serves as the first point of contact at the Welcome Center and supports health and wellness areas by providing excellent customer service, accurate information, and positive relationship-building that drives member satisfaction and retention.

Key Responsibilities

• Greet all members, guests, and staff warmly; use names when possible.
• Ensure accurate member check-in procedures and non-member guest protocols.
• Address questions, concerns, or complaints promptly and professionally, escalating when needed.
• Promote YMCA programs, services, events, and membership opportunities.
• Answer phones promptly and professionally.
• Process program registrations, membership applications, tours, and sales.
• Accurately handle cash receipting and membership transactions.
• Interpret and apply YMCA policies and procedures consistently.
• Maintain proficiency in membership systems and required software.
• Provide safe, effective instruction and encouragement to members using fitness and wellness spaces.
• Follow YMCA of the USA guidelines and all safety and emergency procedures.
• Support member engagement and retention through motivation and education.
• Maintain a clean, safe, and welcoming lobby and fitness environment.
• Report hazards or safety concerns immediately.
• Maintain required certifications and attend mandatory trainings.
• Secure substitutes as required and follow scheduling procedures.
• Model a healthy lifestyle and YMCA values of caring, honesty, respect, and responsibility.
• Support volunteer engagement and fundraising initiatives.
• Demonstrate flexibility, teamwork, and openness to change.

Qualifications

• Must be at least 18 years old.
• High school diploma or equivalent required.
• Strong customer service and interpersonal communication skills.
• Ability to relate effectively to members, staff, volunteers, and the public.
• Current CPR, First Aid, AED, and Oxygen certifications (or ability to obtain within required timeframe).
• Basic computer proficiency (membership systems and Microsoft Office).