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Member Experience Representative

5 months ago

Chilliwack, Canada YMCA of GREATER VANCOUVER Full time

**Position Title**: Member Experience Representative
**Location**: Cheam Leisure Centre - 45501 Market Way, Chilliwack, BC V2R 0P2
**Terms**: Permanent, Part time
**Hours**: 8-24 hours per week
**Shifts**:Shifts vary, will include weekday mornings, evenings, and weekends
**Salary**: 0-500 hours $17.25 per hour
501-1000 hours $17.77 per hour
1001 - 1500 hours $18.30 per hour
1500 + hours $18.85 per hour
**Start Date**:
***As soon as possible
**Reports To**: Supervisor, Member Experience
**Situation**:

- The YMCA of Greater Vancouver is a charity dedicated to strengthening the foundations of community, by nurturing the potential of children, teens & young adults, promoting healthy lifestyles, fostering a sense of social responsibility, and delivering lasting personal and social change. We are building a community in which a generation of children and families reach their full potential. Our values guide our decision-making and behaviour—we do the right thing, put people first, keep our promises and lead by example.

For over 135 years, we have been part of the community, a place where people of every age and background find the support they need to grow in spirit, mind, and body. One of the Lower Mainland’s leading charities, the YMCA of Greater Vancouver provides services in health, fitness & aquatics, child care, camping, employment & community services to over 120,000 participants annually.
**Nature & Scope**:

- The Member Experience Staff works collaboratively with YMCA staff and volunteers to provide a safe and welcoming experience in branch. The primary focus is on membership sales, engagement and retention while supporting member programs and services within the branch. The work is performed under general supervision within established practices and involves routine duties. The Member Experience Staff works 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 exemplary customer service to all members, guests, and participants in all program areas
- Provide facility tours
- Meet and exceed projected sales targets
- Engage in phone calls and member retention calls
- Support in program areas including fitness and child, family, youth programming
- Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
- Navigate conflict and stressful situations using YMCA standards and procedures
- Promote philanthropy through the annual fundraiser campaign
- Assist with training new staff/volunteers in procedures and practices
- Ensure the safety of all members, participants, staff, and property by following YMCA policies and ensuring they are maintained among all members and staff

**Requirements**:

- Current Standard First Aid and CPR-C & AED certificate
- Computer proficiency, including Microsoft Office and CRM systems experience
- Excellent communication and interpersonal skills with customer service orientation
- Experience in a fitness facility or recreation centre an asset
- Conflict resolution training an asset
- Fitness Theory, Group Fitness certification and/or Personal Training an asset
- 3 professional references
- The YMCA has implemented a mandatory COVID-19 vaccination policy requiring all staff and volunteers to be vaccinated as per the timelines set out by the province.

**Application Deadline**: Ongoing