Member Experience Representative

4 weeks ago

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

Join the YMCA of Greater Vancouver team as a Member Experience Representative and play a key role in delivering exceptional customer service to our members and guests. As a Member Experience Representative, you will be responsible for promoting membership and program sales, providing facility tours, and meeting and exceeding projected sales targets.

Key Responsibilities:
  • Promote membership and program sales in a positive and professional manner
  • Provide facility tours and meet with members to discuss their needs and preferences
  • Meet and exceed projected sales targets
  • Use established systems and structures to record and report on member satisfaction, interest trends, and activities
  • Promote and educate members on all program offerings
  • Provide exemplary customer service to all members, guests, and participants
  • Learn member names and use them during interactions
  • Engage in new member phone calls and milestone member retention calls
  • Follow YMCA standards for service excellence
  • Perform member orientations for the fitness floor and use of equipment
  • Provide assistance and support to members in program areas
  • Support member and participant programs check-in process
  • Assist with set up programming areas
  • Oversee fitness floor, programming, and member behavior
  • Assist members and guests with fitness floor-related questions
  • Be prepared to change course quickly based on situational changes
  • Diffuse conflict situations using 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
  • Maintain a neat, orderly, and clean environment
  • 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

The YMCA of Greater Vancouver is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve.

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