Member Experience Representative

4 days ago

Surrey, British Columbia, Canada YMCA of Greater Vancouver Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Member Experience Representative at the YMCA of Greater Vancouver. As a key member of our team, you will be responsible for delivering exceptional customer service, promoting membership sales, and ensuring a positive experience for our members.

Key Responsibilities
  • Provide exceptional customer service to members, guests, and participants in all program areas
  • Promote membership sales and services in a positive and professional manner
  • Meet and exceed 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
  • Follow SAM Standards for service excellence
  • Perform member orientations for the fitness floor and use of equipment
  • Provide assistance and support to members in program areas including fitness and child, family youth programming
  • Support member and participant programs check-in process
  • Assist with set up programming areas including group fitness and child, family, youth
  • Oversee fitness floor, programming, and member behavior
  • Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
  • Be prepared to change course quickly based on situational changes to the schedule or program delivery
  • Diffuse conflict situations through Non-violent Crisis Intervention methodology
  • Remain calm and use supportive language when dealing with upset members and stressful situations
  • 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
  • Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and changerooms
  • 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 center 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
  • 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

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