Lead Member Experience Associate: Harris YMCA

Come join our team as Lead Member Experience Associate with the Harris YMCA!

Job Description

The Lead Member Experience Associate supports the daily member experience operations at the front desk and the fitness floor with intermediate customer service, sales responsibilities, and deeper knowledge of YMCA systems. This role handles new member onboarding tasks, resolves basic account issues, and contributes to membership growth and retention. The position is non-supervisory but serves as a knowledgeable resource for peers.

Qualifications

• Prior experience in YMCA membership, fitness environments, front desk operations, or customer service.
• Demonstrated proficiency with point-of-sale processes and CRM/data-entry systems.
• Strong communication and customer service skills with the ability to support members and resolve routine concerns.
• Basic knowledge of fitness floor operations or general exercise principles to support member engagement.
• Ability to learn and apply membership policies, pricing structures, and administrative procedures.
• High attention to detail, accuracy, and reliability in all member-facing tasks.
• Ability to support new member onboarding practices, including facility tours and equipment orientation.
• Comfort processing transactions, updating accounts, and handling standard membership issues
• Ability to work both independently and collaboratively in a fast-paced environment.
• Commitment to the mission, values, and service standards of the YMCA.
  
  

Working Conditions

• Fast-paced member services environment with regular interruptions and multitasking.
• Ability to stand or sit for long periods and perform basic physical tasks.
• Flexible schedule required, including evenings, weekends, and holidays.
• Exposure to standard cleaning products, fitness floor settings, and point-of-sale equipment.
• May require moving materials up to 25 lbs
  
  

Essential Functions

• Deliver high-quality service across membership check-in, member support, and basic fitness floor operations
• Use YMCA membership software and CRM tools accurately for member onboarding, transactions, and account support.
• Conduct Connect Appointments for new members and support their onboarding experience.
• Process membership and program sales accurately, including payment handling.
• Troubleshoot and resolve common membership account issues within Traction Rec.
• Communicate membership benefits, program information, and branch updates clearly to members.
• Support retention efforts through proactive service and follow-up.
• Assist with front desk workflow during peak times or when issues arise.
• Maintain accuracy of member records and ensure confidentiality standards
• Contribute to a positive, inclusive environment that fosters member engagement.
  
  

Performs other duties and tasks as assigned by leadership

Cause-Driven Leadership Competencies

• FUNCTIONAL EXPERTISE: Executes superior technical skills for the role
• ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit
• EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations
• COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause