Member Experience Representative

3 weeks ago

Vancouver, Canada YMCA of GREATER VANCOUVER Full time

**Position Title**: Member Experience Representative
- **Location**:Robert Lee YMCA (955 Burrard St., Vancouver, BC V6Z 1Y2)
**Terms**: Full-Time Permanent, 35 hours/week
**Shifts**: Shifts vary, but will include Saturday and Sunday 11:30 am-7:00 pm, and Monday-Wednesday 2:00 pm-9:30 pm

**Start Date**: As soon as possible

**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

**Reports To**:Supervisor, Member Experience

**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 through 7 steps of selling process
- 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 SAM 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 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

**Requirements**:

- 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
- 3 professional references

**Application Deadline: Ongoing

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