Member Experience Representative

6 months ago

Chilliwack, Canada YMCA BC Full time

**Position Title**: Member Experience Representative
- ** Location**:Bob Chan-Kent Family YMCA (45844 Hocking Ave, Chilliwack, BC V2P 1B4)

**Terms**: Permanent, Part-Time, 8-24 hours/week

**Shifts**: Shifts will vary but will include evenings, and weekends

**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

**Benefits**:

- Free YMCA Staff Membership
- Casual dress code with YMCA branded T-Shirt provided
- Training and Professional Development Opportunities
- Be part of a charitable organization that positively impacts the community

**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 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. The work is performed within established practices and involves routine duties. Tasks are performed under general supervision and duties are assigned with detailed or specific instructions as to methods and procedures to be followed.

**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
- Provide exemplary customer service to all members, guests, and participants in all program areas
- Engage in phone calls and engage in member retention calls
- Provide assistance and 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
- Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
- Assist with training new staff/volunteers in procedures and practices
- 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

**Requirements**:

- 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
- Conflict resolution training an asset
- Fitness Theory, Group Fitness certification and/or Personal Training an asset
- 3 professional references.

**About Us**:
The YMCA cares about the same things you do: raising healthy and resilient children, ensuring youth feel confident and supported, and helping people feel healthy and connected to others in the community**. **As the Lower Mainland's largest operational charity, we are 4,000 staff and volunteers providing vital community services that are having a positive impact on some of the community's most pressing social issues. Central to our success are:

- The **people** who unite behind our mission to help people reach their potential
- The safe and welcoming **places** we provide—from health and fitness facilities to childcare centres to camps—that foster a sense of community
- The comprehensive community **programs** that provide the skills, opportunities and confidence people need to achieve their potential

These people, places, and programs come together to create a sense of belonging and a supportive network that have proven time and again to help people achieve their personal goals. For some the impact can be truly transformational and can have an enormous ripple effect on those around them.

**About You**:

- ** Do the right thing - **You are caring, respectful, honest and responsible in all you do
- ** Put people first -**You believe in the strengths, perspectives and passion of people
- ** Keep our promises -**You do what you say you will do
- ** Lead by example -**You are courageous, speak with conviction, listen attentively and collaborate

**Competencies**:
**_ Commitment to Organization and Values: _**Demonstrates and promotes a personal understanding of and appreciation for the mission, vision, outcomes and values of the YMCA.

**_ Leadership:_** Motivates and inspires self and others to take action to achieve desired outcomes.

**_ Communication: _**Communicates in a thorough, clear and timely manner.

**_ Creativity and Innovation:_** Develops new ways or adapts existing ideas to improve programs and service.

**_ Team Work:_** **The ability to work effectively with others to achieve optimal results.

**_ Product Knowledge:_** **Thorough understanding of the compo

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