Member Experience Representative

YMCA of Greater Vancouver; Surrey; Hybrid; CAD 25,000 - 29,000; Part time

Benefits offered by this job

Free YMCA Gym Membership and/or Y@Home

Training and Professional Development

Be part of a charitable organization

Job summary

YMCA BC is seeking a part-time Member Experience Representative to promote memberships, lead programs, and deliver outstanding member service across the branch. You will provide tours, assist with fitness floor questions, and help retain members while supporting children, family, and youth programming.

This role requires effective communication, a welcoming attitude, and the ability to work varied shifts including weekdays, evenings and weekends.

Qualifications

• Current Standard First Aid and CPR-C & AED certificate.
• BCRPA Fitness Theory and BCRPA weight training preferred.
• Computer proficiency, including Microsoft Office and CRM systems experience.
• Experience with ActiveNet an asset.
• Excellent communication and interpersonal skills with customer service orientation.
• Experience in a fitness facility or recreation centre an asset.
• Access to reliable transit or a vehicle.
• Conflict resolution training an asset.
• Successful candidates will be required to provide a current and satisfactory Criminal Reference Check/Vulnerable Sector Search issued no later than six (6) months preceding your start date
• Successful candidate will be required to provide 3 satisfactory references

Responsibilities

• Promote membership and program sales and services in a positive and professional manner.
• Provide facility tours through YMCA BC standards.
• Meet and exceed projected sales targets.
• Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries.
• Perform member orientation for the fitness floor and use of equipment.
• Oversee fitness floor, programming, and member behavior.
• Use established systems and structures to record and report on member satisfaction, interest trends and activities.
• Promote and educate on all program offerings relevant to member/family.
• Provide exemplary customer service to all members, guests, and participants in all program areas.
• Learn member names and use them during interactions.
• Engage in phone calls and engage in member retention calls.
• Provide The Y Way for service excellence.
• Provide assistance and support in program areas including fitness and child, family, youth programming
• Support member and participant program check-in process
• Assist with set up programming areas including group fitness and child, family and youth
• Assist with training new staff/volunteers in procedures and practices
• Be prepared to change course quickly based on situational changes to the schedule or program delivery
• Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
• Ensure the safety of all members, participants, staff, and property by following YMCA BC standards/policies/procedures and ensuring they are maintained amongst all members and staff
• Remain calm and use supportive language when dealing with upset members and stressful situations
• Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and change rooms
• Regular walk-throughs of program areas to ensure member compliance, safety and cleanliness

Skills

Customer service

Communication

Interpersonal skills

Conflict resolution

Teamwork

Education

Standard First Aid & CPR-C & AED

BCRPA Fitness Theory

BCRPA Weight Training

Tools

CRM systems

ActiveNet

Microsoft Office

Job description

Position Title: Member Experience Representative

Term: Part -Time Permanent

Hours: 4-24 hours per week

Shift: Shifts vary but will include weekdays, evenings and weekends.

Start Date: ASAP

Salary: 0-500 hours $18.85 per hour
501-1000 hours$19.41 per hour
1001 – 1500 hours$20.00 per hour
1500 + hours $20.60 per hour

Reports To: Supervisor, Member Experience

• Free YMCA Gym Membership and/or Y@Home
• Training and Professional Development Opportunities
• Be part of a charitable organization that positively impacts the community

*Some benefits may vary based on region and employment terms

Nature & Scope

The Member Experience Representative works collaboratively with YMCA staff and volunteers to provide a safe and welcoming experience in branch. The primary focus on membership sales, engagement and retention while supporting delivery of YMCA BC Standards and member programs and services within the branch. The Member Experience Staff will work fluidly in the facility between the membership desk, fitness floor and child, family youth programming.

Major Responsibilities

• Promote membership and program sales and services in a positive and professional manner
• Provide facility tours through YMCA BC standards
• Meet and exceed projected sales targets
• Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
• Perform member orientation for the fitness floor and use of equipment
• Oversee fitness floor, programming, and member behavior
• Use established systems and structures to record and report on member satisfaction, interest trends and activities
• Promote and educate on all program offerings relevant to member/family
• Provide exemplary customer service to all members, guests, and participants in all program areas
• Learn member names and use them during interactions
• Engage in phone calls and engage in member retention calls
• Provide The Y Way for service excellence
• Provide assistance and support in program areas including fitness and child, family, youth programming
• Support member and participant program check-in process
• Assist with set up programming areas including group fitness and child, family and youth
• Assist with training new staff/volunteers in procedures and practices
• Be prepared to change course quickly based on situational changes to the schedule or program delivery
• Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
• Ensure the safety of all members, participants, staff, and property by following YMCA BC standards/policies/procedures and ensuring they are maintained amongst all members and staff
• Remain calm and use supportive language when dealing with upset members and stressful situations
• Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and change rooms
• Regular walk-throughs of program areas to ensure member compliance, safety and cleanliness

Qualifications

• Current Standard First Aid and CPR-C & AED certificate
• BCRPA Fitness Theory and BCRPA weight training preferred
• Computer proficiency, including Microsoft Office and CRM systems experience
• Experience with ActiveNet an asset
• Excellent communication and interpersonal skills with customer service orientation
• Experience in a fitness facility or recreation centre an asset
• Access to reliable transit or a vehicle
• Co nflict resolution training an asset
• Successful candidates will be required to provide a current and satisfactory Criminal Reference Check/Vulnerable Sector Search issued no later than six (6) months preceding your start date
• Successful candidate will be required to provide 3 satisfactory references

About YMCA BC

By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.

As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.

We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.

YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at ymcabc.ca

YMCA BC is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our People Services department.