Member Services Representative

YMCA of Greater Vancouver; Kamloops; On-site; CAD 28,000 - 38,000; Full time

Benefits offered by this job

Competitive vacation and paid sicktime

Free YMCA Gym Membership + Y@Home

Extended Medical and Dental Benefits

Training and Professional Development

Employee assistance program

Reduced childcare rates and priority Y

Job summary

Kamloops Downtown YMCA is seeking a Member Services Representative to provide outstanding customer service, drive membership sales, and engage with members and the public within the branch. The role focuses on retention, program information, and delivering YMCA standards of service.

The position requires cashiering, data entry, and assisting with check-ins, with shifts including evenings and weekends. Competitive benefits and a supportive team environment are offered.

Qualifications

• Minimum one year of customer service and sales experience.
• Excellent communication and interpersonal skills with a customer-service orientation.
• Current Emergency First Aid with CPR-C & AED certificate.
• CRM systems and Microsoft Office proficiency; fitness facility experience is an asset.

Responsibilities

• Promote membership and program sales and services.
• Provide facility tours and YMCA standards.
• Meet and exceed sales targets and support retention.
• Assist members with questions on equipment and programs.
• Maintain safety, cleanliness and program area readiness.
• Support training of staff and volunteers when needed.
• Handle member check-ins and data entry.
• Respond to inquiries from the public and ensure excellent service.

Skills

Customer service

Sales

Communication

Fitness facility experience

CRM experience

Education

Emergency First Aid with CPR-C & AED

Secondary school diploma or equivalent

Criminal background check

Tools

CRM systems

Microsoft Office

Job description

Position Title: Member Services Representative

Location: Kamloops Downtown YMCA (400 Battle St, Kamloops, BC V2C 2L7)

Term: Full Time Permanent

Hours: 35 hours per week

Shift: Shifts vary but will include weekdays, evening and weekends

Start Date: ASAP

Salary: $18.30 per hour

Reports To: Supervisor, Member Experience

• Competitive vacation and paid sick time
• Free YMCA Gym Membership+Y@Home
• Eligibility for Extended Medical and Dental Benefits
• Training and Professional Development Opportunities
• 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

Reporting directly to the Member Experience Supervisor, and working collaboratively with the Member Services Team, Fitness Director and YMCA Staff and Volunteers, the Member Services Representative will provide exceptional customer services to members and public accessing the YMCA facility. The primary focus is to provide assistance and support to members as well as membership sales, engagement and retention while supporting delivery of YMCA Standards and member programs and services within the branch.

The Member Services Representative will work a variety of shifts, including evenings and weekends at the Downtown YMCA Location. Duties include: providing customer service, responding to inquiries from public, cash handling, data entry, membership sales and retention, light cleaning duties and supporting other departments within the facility.

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 YMCA Standards 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 situationsMaintains 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 Emergency First Aid with CPR-C & AED certificate
• Computer proficiency, including Microsoft Office and CRM systems experience
• Minimum one year experience in customer service and sales
• 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
• Completion of secondary school or equivalent
• 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

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.