GENERAL FUNCTIONS

Under the direction of the Membership Director and in accordance with Association policies, Y Connect serves as the lead ambassador of member engagement and customer service. This role is the primary point of contact for prospective members and a key driver of member satisfaction and retention. Y Connect provides prospective and current members with the tools, resources, and personal attention they need to maximize the value of their YMCA membership, always in harmony with the mission, vision, and core values of the YMCA of Greater Waukesha County.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Effectively engage with members and prospects, ensuring clear, accurate, and empathetic communication in person, by phone, and by email.
2. Model and promote premier customer service by demonstrating empathy, active listening, and timely follow-up to all inquiries and concerns.
3. Serve as the primary point of contact for new member prospects through tours, phone calls, and walk-ins, providing personalized “Tailored Tours” that highlight YMCA programs and services.
4. Follow up weekly with all prospective member lists to encourage membership conversion and track results.
5. Lead the implementation of the YMCA’s 90-Day Engagement Plan by connecting new members to fitness, youth programming, and other opportunities that meet their individual or family needs.
6. Provide consistent, personalized communication to build trust and strengthen long-term member relationships.
7. Build meaningful connections with new and current members, creating opportunities for them to participate, volunteer, and take on leadership roles within the YMCA community.
8. Support and coach Welcome Desk staff by modeling best practices, assisting with complex service issues, and ensuring consistent, high-quality member experience.
9. Maintain accurate records of member interactions, sales, and follow-up activities in our CRM system, ensuring timely documentation and reporting.
10. Attend staff meetings, trainings, and professional development opportunities assigned by the Membership Director to expand knowledge and skills.
11. Ensure compliance with YMCA of Greater Waukesha County safety standards, policies, and procedures while upholding the YMCA’s core values of Caring, Honesty, Respect, and Responsibility.
12. Serve as a cross-trained Member Services Representative to provide front desk support as needed, as assigned by the Membership Director.
13. Perform all other duties assigned by the Membership Director.