Date Posted: May 11, 2023

Position Title: Member Experience Representative

Location: Bob Chan-Kent Family YMCA (45844 Hocking Ave, Chilliwack, BC V2P 1B4)

Terms: Permanent, Part-Time, 8-24 hours/week

Shifts: Shifts vary but will include weekends and weekday mornings, afternoons, evenings

Start Date: As soon as possible

Salary: 0-500 hours $16.19 per hour

501-1000 hours $16.76 per hour

1001 – 1500 hours $17.34 per hour

1500 + hours $17.95 per hour

Reports To: Supervisor, Member Experience

Nature & Scope:

The Member Experience Staff 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. The work is performed within established practices and involves routine duties. Tasks are performed under general supervision and duties are assigned with detailed or specific instructions as to methods and procedures to be followed.

Major Responsibilities:

• Promote membership and program sales and services in a positive and professional manner
• Provide facility tours through YMCA standards
• Meet and exceed projected sales targets
• Provide exemplary customer service to all members, guests, and participants in all program areas
• Engage in phone calls and engage in member retention calls
• Provide assistance and support in program areas including fitness and child, family, youth programming
• Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
• Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
• 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

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 centre an asset
• 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 has implemented a mandatory COVID-19 vaccination policy requiring all staff and volunteers to be vaccinated as per the timelines set out by the province.

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, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our Human Resources department.

Application Deadline: Ongoing

Thank you for your interest and application.

Due to the high volume of applications received, only short-listed candidates will be contacted.