Member Experience Representative

2 weeks ago

Coquitlam, Canada YMCA BC Full time

**Date Posted**:May 3rd, 2024

**Position Title**: Member Experience Representative

**Location**: Bettie Allard YMCA (555 Emerson St, Coquitlam)

**Terms**: Temporary, Full-Time

**Hours**: 35 hours per week

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

**Salary**: 0-500 Hours $17.25 hourly

501-1000 hours $17.77 hourly

1001-1500 hours $18.30 hourly

After 1500 $18.85 hourly

**Start Date**: ASAP

**End Date**:10 week term

**Reports To**: Supervisor, Member Experience

This job is funded by the Canada Summer Jobs Grant.

**Situation**:
The YMCA BC 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, YMCA BC 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 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.

**Canada Summer Jobs Criteria**
- Be between 15 and 30 years of age at the start of the employment.
- Be a Canadian citizen, permanent resident, or person who has been granted refugee status in Canada under the Immigration and Refugee Protection Act.
- Be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations. International participants are not eligible. Recent immigrants are eligible if they are Canadian citizens or permanent resident

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 an

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