Member Experience Representative (Full-Time)

YMCA of Greater Vancouver; Coquitlam; On-site; CAD 26,000 - 28,000; Full time

Benefits offered by this job

Free YMCA Gym Membership and/or Y@Home

Training and Professional Development

Extended Medical and Dental Benefits

Employee assistance program

Reduced childcare rates and priority Y

Job summary

YMCA of Greater Vancouver is seeking a Member Experience Representative (Full-Time) in Coquitlam, BC. This role focuses on member engagement, sales, retention, and delivering exceptional service across the fitness floor and program areas.

You will lead tours, answer questions, and support program check-ins while upholding YMCA standards and safety. The position offers full-time hours, 35 per week, with varied shifts including evenings and weekends.

Qualifications

• Current Standard First Aid and CPR-C & AED certificate.
• 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.
• Criminal Reference Check/Vulnerable Sector Search required within 6 months of start date.
• Three satisfactory references required.

Responsibilities

• Promote membership and program sales and services in a positive and professional manner.
• Provide facility tours through YMCA 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.
• Record and report on member satisfaction, interest trends and activities using established systems.
• 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 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 setup of programming areas including group fitness and child, family and youth.
• Assist with training new staff/volunteers in procedures and practices.
• Be prepared to adapt schedule or program delivery as needed.
• Diffuse conflict and stressful situations using Non-violent Crisis Intervention.
• Ensure safety by following YMCA standards and maintaining them.
• Remain calm and use supportive language with upset members.
• Maintain a neat, orderly environment across facilities and spaces.
• Regular walk-throughs to ensure safety and cleanliness.

Skills

Customer service orientation

Communication skills

First Aid & CPR-C AED

Transit access or vehicle

Conflict resolution

Tools

CRM systems

Microsoft Office

ActiveNet

Job description

Member Experience Representative (Full-Time)

Coquitlam, BC, CA

Date Posted: November 4 , 2026

Position Title: Member Experience Representative

Term: Full -Time Permanent

Hours: 35 hours per week

Shifts: Shifts vary and include weekdays, evenings and weekends

Start Date: As soon as possible

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: Member Experience Supervisor

• Free YMCA Gym Membership and/or Y@Home
• Training and Professional Development Opportunities
• Eligibility for Extended Medical and Dental Benefits
• Extensive Employee assistance program
• Reduced childcare rates and priority placement for YMCA Staff
• 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 SAM 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 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 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 - you bring :

• Current Standard First Aid and CPR-C & AED certificate
• 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 candidates 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

Application Process - ready to make a difference?

Application Deadline: November 14th, 2026

You will receive an automated notification to confirm receipt of your application.

Note : Depending on the role, we may be required to prioritize internal applicants. At YMCA BC, we approach each hiring process individually, recognizing that people bring diverse experiences and strengths. If this opportunity speaks to you, we encourage you to apply—even if you don’t meet every listed qualification. Your unique background might be just what we’re looking for. And if this role isn’t the right fit, we hope you’ll continue exploring future opportunities with us that align with your skills and aspirations.

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.

Thank you for your interest and application.