Member Relations Champion

Pay starts at $16.00 per hour and up based on experience.

Join the Membership team at the Schererville YMCA — Built on Hospitality, Wellness, and Community.

Looking for motivated individuals with morning availability!

POSITION SUMMARY: The Member Relations Champion supports the mission of the Crossroads YMCA by creating a welcoming, safe, and engaging environment for all members, guests, and staff. This role combines front-line member service excellence with peer leadership responsibilities to support departmental operations, drive member satisfaction, and strengthen community through meaningful relationships. The Champion serves as a role model for legendary customer service, supports staff development, and contributes to membership growth and retention efforts.

ESSENTIAL FUNCTIONS:

- Effectively model and communicate the mission, vision, and values of the Crossroads YMCA.

- Greet, engage, and assist all members, guests, and staff with a positive, relationship-focused approach.

- Deliver exceptional service while handling check-ins, membership inquiries, account alerts, and facility tours.

- Maintain responsibility for an individual cash drawer and complete accurate shift closeouts.

- Conduct cause-driven tours with a goal to exceed tour-to-join closing rate benchmarks.

- Communicate membership benefits and upgrades to support retention and member satisfaction.

- Build meaningful relationships by getting to know members beyond surface-level interactions and helping connect them with programs, services, and other members.

- Resolve complex or escalated member concerns in a calm, solution-focused manner.

- Support the onboarding, training, and development of new staff to strengthen team effectiveness.

- Collaborate with department leaders to provide administrative support and help ensure consistent, efficient service.

- Contribute to team meetings, lead or support planning and delivery of internal training or communication.

- Respond to emergency situations per YMCA policy and assist with incident reporting as needed.

- Represent the YMCAs core values and support annual campaign efforts through engagement and promotion.

- Complete all required compliance and professional development training annually or as assigned.

- Perform other duties as assigned to meet the needs of the department or branch.

QUALIFICATIONS:

- Minimum age 18 required.

- Must be able to work flexible hours including evenings, weekends, and holidays.

- Minimum of 12 months of job related experience.

- Excellent interpersonal, communication, and problem-solving skills.

- Ability to work, relate and communicate effectively to diverse groups of people from all social and economic segments of the community.

- Minimum required 18 hours worked per week.

- Adept computer skills with CRM experience.

YMCA COMPETENCIES (Team Leader):

The National YMCA Mission:

To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.

Caring : Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.

Honesty : Builds trust by being transparent in decision-making and feedback. Encourages open dialogue.

Respect : Creates a respectful team culture. Resolves conflict with fairness and professionalism

Responsibility : Holds self and team accountable for goals. Provides feedback and supports growth.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

- Visual, auditory, and verbal ability to communicate effectively.

- Must have high level of alertness, concentration, and initiative.

- Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.

- Work environment involves frequent computer use with standing and some sitting, requiring sustained attention to detail and focus. Regular movement is encouraged to support ergonomic well-being.

- Maintain a neat and professional appearance at all times.