Member Engagement Coordinator, South Orlando YMCA Family Center

Position Summary

The Member Engagement Coordinator executes day-to-day logistics that keep the Family Center member-ready. Coordinates programs, projects, and events; aligns schedules, spaces, and collateral; and supports member engagement through acquisition and retention efforts by scheduling tours, coordinating follow-ups, preparing simple reports, and ensuring accurate entries in YMCA systems. The Coordinator partners across departments to connect members to the right programs, enabling a smooth, high-value experience.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. We are the Y.

Job Responsibilities

• Manage member and guest/visitor access control, ensuring all individuals check in appropriately and follow established YMCA policies.
• Serve as the front-line point person during non-peak hours, including opening and closing shifts; coordinate coverage and promptly escalate safety/service issues.
• Actively engage with members while providing friendly, helpful, and solution-oriented support.
• Support new members through the onboarding process, ensuring they feel welcomed, informed, and connected to programs that match their goals.
• Partner with membership and program staff to connect members to YMCA offerings across wellness, aquatics, youth, and community programs.
• Conduct cause-driven tours that highlight facilities, programs, and community impact, and assist with enrollment as needed.
• Support sales processes by scheduling tours, coordinating follow-ups, and preparing simple reports in YMCA systems.
• Maintain accurate, timely records in membership systems, documenting tours, onboarding, events, and engagement interactions.
• Attend and participate in staff meetings and provide task-oriented support for the Member Engagement department (e.g., scheduling, materials, event logistics); represent the Y at offsite community events as assigned.
• Prepares and distributes membership reports for Membership Supervisor or above as needed; ensures accurate records and follow-up.
• Maintain accurate records in membership systems, ensuring all sales, onboarding, and engagement interactions are tracked.
• Attend all required trainings and remain current with certifications, compliance requirements, and professional development expectations.
• Handle sensitive and protected 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.

• High School Graduate or equivalent work experience required.
• Minimum one years of experience in sales, customer service, or relationship management required.
• Proficiency with computer systems and data entry; experience with CRM or membership management software required.
• 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.
• Ability to work a flexible schedule including evenings, weekends, and holidays as needed.
• YMCA Membership or Operations experience a plus.

Work Environment & Physical Demands

• Must be willing to work a flexible schedule, which may include weekends and holidays as needed.
• Must be willing to work an on-call schedule rotation as required.
• The noise level in the work environment is usually moderate to loud.
• The physical activities of this position include: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, and repetitive motions. Talking is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels, with or without correction.
• Required to sit or stand for extended periods of time while demonstrating manual dexterity in order to accurately work on the phone, computer keyboard, and other equipment.
• The employee must be able to perform light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The employee is required to have close visual acuity, along with the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures, transcribing, viewing a computer screen, extensive reading, or to make general observations of facilities or structures.
• Must possess auditory and verbal capabilities in order to adequately communicate in person, via phone, and through electronic communication platforms.
• The employee is not substantially exposed to adverse environmental conditions.

Disclaimers

• Must complete successful background screening, which includes criminal and employment verification. Some positions may additionally require a successful credit check screening.
• All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA promotes an equal employment opportunity work place which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
• This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.