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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 service to our members and guests. As a member of our team, 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 engage with members to understand their needs and preferences
  • Meet and exceed projected sales targets through effective sales and marketing strategies
  • Use established systems and structures to record and report on member satisfaction, interest trends, and activities
  • Provide exemplary customer service to all members, guests, and participants in all program areas
  • Learn member names and use them during interactions to build strong relationships
  • Engage in new member phone calls and milestone member retention calls to ensure member satisfaction and retention
  • Follow YMCA standards for service excellence and ensure a safe and welcoming environment for all members and guests
  • 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, and youth programming
  • Support member and participant programs check-in process and ensure smooth program delivery
  • Assist with set up programming areas, including group fitness and child, family, and youth
  • Oversee fitness floor, programming, and member behavior to ensure a safe and enjoyable experience for all
  • Assist members and guests with fitness floor-related questions and provide basic movement and exercise guidance
  • Be prepared to adapt to changing situations and priorities to ensure seamless program delivery
  • Diffuse conflict situations through non-violent crisis intervention methodology and remain calm in stressful situations
  • Assist with training new staff and volunteers in procedures and practices
  • Ensure the safety of all members, participants, staff, and property by following YMCA standards, policies, and procedures
  • Maintain a neat, orderly, and clean environment, including all facility program areas, common spaces, and changerooms
  • Regularly walk through 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 diverse communities and have established policies, procedures, and practices to meet accessibility standards throughout the hiring process.