Member Experience Representative
YBC•Vancouver, BC
•$18 - $20•Onsite
About The Position
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.
Requirements
- Current Standard First Aid and CPR-C & AED certificate
- Computer proficiency, including Microsoft Office and CRM systems experience
- Access to reliable transit or a vehicle
- 3 professional references
Nice To Haves
- BCRPA Fitness Theory and BCRPA weight training preferred
- 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
Responsibilities
- Promote membership and program sales and services in a positive and professional manner
- Provide facility tours in alignment with YMCA standards and the Inviting Members process.
- Model and apply The Y Way service standards to deliver service excellence.
- 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 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
Benefits
- Free YMCA Gym Membership and/or Y@Home
- 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
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
