Member Experience Representative
YMCA of Greater Vancouver
Chilliwack, BC, CA
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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
  • 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.
  • Competencies :

    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.

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