Date Posted : June 7, 2022
Position Title : Member Experience Representative
Location : Chilliwack YMCA (45844 Hocking Ave, Chilliwack, BC V2P 1B4)
Terms : Permanent, Part-Time, 10-24 hours / week
Shifts : Shifts vary but will include weekends and weekday 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 7 steps of selling sales process
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 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 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 behaviour
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
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.
Commitment to Organization and Values : Demonstrates and promotes a personal understanding of and appreciation for mission, vision, strategic outcomes and values of the YMCA of Greater Vancouver.
Service Orientation : Deliberately identifies needs and wants of members / participants as priority, and creates opportunities to enhance each and every person’s YMCA experience.
Teamwork : Ability to work effectively with others to achieve optimal collective results.
Communication : Ability to speak, write, listen, and secure information in a variety of settings
Outcomes Oriented : Ability to lead, manage, and achieve identified goals.