Member Experience Representative

**Date Posted**: July 16, 2025

**Position Title**: Member Experience Representative

**Location**:Tong Louie Family YMCA (14988 57 Ave, Surrey)

**Term**:Part-Time Permanent

**Hours**: 8-24 hours per week

**Shift**: Shifts vary but will include weekdays, evenings and weekends.

**2 positions available**:Thursday - Saturday** OR**Sunday - Tuesday**

**Start Date**: ASAP

**Salary**:0-500 hours $18.39 per hour
501-1000 hours $18.94 per hour
1001 - 1500 hours $19.51 per hour
1500 + hours $20.10 per hour

**Reports To**:Supervisor, Member Experience

**Benefits**:

- Training and Professional Development Opportunities
- Reduced childcare rates and priority placement for YMCA Staff
- Be part of a charitable organization that positively impacts the community
- _Some benefits may vary based on region and employment terms_

**Nature & Scope**

The Member Experience Representative 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.

**Major Responsibilities**-**_in this position, you will_**:

- Promote membership and program sales and services in a positive and professional manner
- Provide facility tours through YMCA standards through 7 steps of selling process
- Meet and exceed projected sales targets
- 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
- Oversee fitness floor, programming, and member behavior
- Use established systems and structures to record and report on member satisfaction, interest trends and activities
- Promote and educate on all program offerings relevant to member/family
- Provide exemplary customer service to all members, guests, and participants in all program areas
- Learn member names and use them during interactions
- Engage in phone calls and engage in member retention calls
- Provide SAM Standards for service excellence
- Provide assistance and support in program areas including fitness and child, family, youth programming
- Support member and participant program check-in process
- Assist with set up programming areas including group fitness and child, family and youth
- Assist with training new staff/volunteers in procedures and practices
- Be prepared to change course quickly based on situational changes to the schedule or program delivery
- Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
- 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
- Maintains 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

**Qualifications**-**_you bring_**:

- Current Standard First Aid and CPR-C & AED certificate
- BCRPA Fitness Theory and BCRPA weight training preferred
- 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
- Access to reliable transit or a vehicle
- Conflict resolution training an asset
- 3 professional references

**About YMCA BC**:
By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.

As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.

We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.

YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at bc.ymca.ca.

**Application Process**-**_ready to make a difference?_

**Application Deadline**:July 26th, 2025
- If short-l