Member Experience Representative

5 months ago

Chilliwack, Canada YMCA BC Full time

**Position Title**:Member Experience Representative
- **Location**:Cheam Leisure Centre - 45501 Market Way, Chilliwack, BC V2R 0P2
- Chilliwack Landing Leisure Centre - 9145 Corbould St #4 Chilliwack, BC V2P 4A6
- **Terms**:Permanent, Part-Time
- **Hours per week**: 4-24 hours/week
- **Shifts**:Shifts vary but will include weekday mornings, evenings and weekends. Opening shifts start at 6:00am and closing until 10:00pm.
- **Start Date**:As soon as possible
- **Salary**:0-500 hours $17.94 per hour
- 501-1000 hours $18.48 per hour
- 1001 - 1500 hours $19.04 per hour
- 1500 + hours $19.61 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 Representative works collaboratively with YMCA staff and volunteers to provide a safe and welcoming experience in branch. The primary focus of this role is on building community connections, engaging members and promoting membership sales and retention while supporting delivery of 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, youth and family programming.
- **Major Responsibilities**:

- Provide exemplary customer service to all members, guests and participants in all program areas by providing facility tours and education on current program offerings relevant to the member/family
- Promote membership and program sales and services in a positive and professional manner in order to meet projected sales targets
- Use established systems and structures to record and report on member satisfaction, interest trends, and activities
- Engage in new member phone calls and engage in milestone member retention calls
- Perform member orientations for the fitness floor and use of equipment as well as support member and participant program check-in process
- Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
- Assist with set up programming areas including group fitness and child, family, youth programs
- 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
- Regular walk throughs of program areas to ensure member compliance, safety and cleanliness

**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
- Access to reliable transit or a vehicle
- Conflict resolution training an asset
- Fitness Theory, Group Fitness certification and/or Personal Training an asset
- 3 professional references

**Application Deadline**: Ongoing

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