Customer Service Representative

3 weeks ago

Kamloops, British Columbia, Canada YMCA of Greater Vancouver Full time
Job Title: Member Experience Representative

Job Summary:

We are seeking a highly motivated and customer-focused Member Experience Representative to join our team at the YMCA of Greater Vancouver. As a key member of our team, you will be responsible for providing exceptional customer service to members and guests, promoting membership and program sales, and supporting the delivery of YMCA programs and services.

Key Responsibilities:

  • Provide exceptional customer service to members and guests, responding to inquiries and resolving issues in a timely and professional manner.
  • Promote membership and program sales, meeting and exceeding sales targets through effective communication and relationship-building skills.
  • 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, ensuring a safe and welcoming environment for all members.
  • Oversee fitness floor, programming, and member behavior, maintaining a clean and organized environment.
  • Use established systems and structures to record and report on member satisfaction, interest trends, and activities.
  • Promote and educate members on all program offerings, including fitness, child, family, and youth programs.
  • Provide exemplary customer service to all members, guests, and participants in all program areas, demonstrating a commitment to service excellence.
  • Learn member names and use them during interactions, building strong relationships and a sense of community.
  • Engage in phone calls and member retention calls, ensuring a high level of customer satisfaction and loyalty.
  • Provide assistance and support in program areas, including fitness and child, family, and youth programming.
  • Support member and participant program check-in process, ensuring accurate and timely registration.
  • Assist with set up programming areas, including group fitness and child, family, and youth programs.
  • Assist with training new staff/volunteers in procedures and practices, ensuring a smooth transition and high level of service.
  • Be prepared to change course quickly based on situational changes to the schedule or program delivery, demonstrating flexibility and adaptability.
  • Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology, ensuring a safe and respectful environment for all.
  • 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, demonstrating a commitment to service excellence.
  • Maintain 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, maintaining a high level of service and quality.

Requirements:

  • Current Standard First Aid and CPR-C & AED certificate.
  • Computer proficiency, including Microsoft Office and CRM systems experience.
  • Minimum one year experience in customer service and sales.
  • 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.
  • Completion of secondary school or equivalent.
  • Successful candidates will be required to provide a current and satisfactory Criminal Reference Check/Vulnerable Sector Search issued no later than six (6) months preceding your start date.
  • 3 professional references.

About the YMCA of Greater Vancouver:

The YMCA of Greater Vancouver is a leading charity in the Lower Mainland, providing vital community services that are having a positive impact on some of the community's most pressing social issues. We are committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported.

We are looking for individuals who share our values and are passionate about making a difference in the lives of others. If you are a motivated and customer-focused individual who is committed to service excellence, we encourage you to apply for this exciting opportunity.

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