The Member Experience Coordinator supports the day-to-day operations of the membership desk. This role ensures schedules, supplies, and systems are in place, provides excellent service to members, and assists with administrative and logistical tasks that contribute to a positive YMCA experience.
Culture Statement
The culture of the Y is rooted in our Christian mission and core principles. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose.
We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us. We demonstrate Generosity – sharing our time, skills, and resources freely and with joy.
We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments. We honor Humility – leading with a servant's heart by prioritizing the needs of others above our own.
We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility – performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service – going above and beyond in serving others by anticipating needs and delivering exceptional experiences.
Essential Functions:
- Coordinate daily operations at the Membership Desk and Fitness Floor.
- Ensure program schedules, supplies, and systems are implemented.
- Maintain accurate records, reports, and membership files.
- Communicate with staff, participants, and volunteers to support service quality.
- Support onboarding, tours, registrations, and engagement activities.
- Monitor member engagement and provide routine assistance.
- Uphold YMCA policies, procedures, and safety practices.
- Provide informal guidance to part-time staff or volunteers.
- Resolve routine member questions and escalate complex concerns.
- Contribute to process improvement and consistency.
- Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence
to safety protocols and incident response standards.
Performs other duties and tasks as assigned by leadership
Qualifications:
Required Qualifications
- High school diploma or equivalent required; some college preferred.
- Minimum 3 years of experience in customer service, sales, fitness, or administrative support.
- Strong organizational and communication skills.
- Ability to manage multiple priorities and resolve issues effectively.
- Commitment to YMCA mission and values.
All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte.
Working Conditions
- Work performed in front desk and fitness areas.
- Frequent standing, walking, and member interaction.
- Regular use of computer systems, phones, and POS software.
- Fast-paced environment with high member traffic.
- Flexible schedule required, including evenings and weekends.
Competencies
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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
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COLLABORATION: Creates sustainable relationships within the Y and with other organizations in service to the community
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COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause
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EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations
To learn more about our Y-USA Leadership Competencies, please click here
Member Experience Coordinator
Reports to: Member Experience Manager
Primary Responsibilities (not comprehensive):
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Camper Documentation & Registration Management: Oversee the collection, verification, and management of all camper documentation. Support registration troubleshooting, transfers, cancellations, and scholarship-related needs to ensure accuracy and a positive customer experience.
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Program Operations Support: Assist with contracts in partnership with the Conference and Retreat and Outdoor Education teams. Manage lost and found processes, shipping and packages, and provide operational support to ensure a seamless experience for families.
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Systems & Technical Support: Provide Campwise support including invoicing, payment processing, and call support. Oversee UltraCamp functions, including cart finalization and data accuracy. Produce regular registration update reports to inform program planning and capacity management.
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Customer Service & Welcome Center Operations: Support the Welcome Center by assisting with phone calls, walk-ins, and front desk needs. Deliver high-quality customer service by addressing inquiries, resolving issues, and ensuring timely communication with families.
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Camp Store & Sales Support: Assist with camp store operations, including inventory and customer transactions. Contribute to sales initiatives and support efforts to enhance customer engagement and revenue opportunities.
