Member Services Representative
About The Position
Reporting directly to the Member Experience Supervisor, and working collaboratively with the Member Services Team, Fitness Director and YMCA Staff and Volunteers, the Member Services Representative will provide exceptional customer services to members and public accessing the YMCA facility. The primary focus is to provide assistance and support to members as well as membership sales, engagement and retention while supporting delivery of YMCA Standards and member programs and services within the branch. The Member Services Representative will work a variety of shifts, including evenings and weekends at the Downtown YMCA Location. Duties include: providing customer service, responding to inquiries from public, cash handling, data entry, membership sales and retention, light cleaning duties and supporting other departments within the facility.
Requirements
- Current Emergency First Aid with CPR-C & AED certificate
- Computer proficiency, including Microsoft Office and CRM systems experience
- Minimum one year experience in customer service and sales
- Excellent communication and interpersonal skills with customer service orientation
- Access to reliable transit or a vehicle
- Completion of secondary school or equivalent
- 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
- Successful candidates will be required to provide 3 satisfactory references.
Nice To Haves
- Experience in a fitness facility or recreation centre an asset
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
- 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 YMCA 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
Benefits
- Competitive vacation and paid sick time
- Free YMCA Gym Membership+ Y@Home
- Generous employer-matched pension plan
- Eligibility for Extended Medical and Dental Benefits
- Training and Professional Development Opportunities
- Extensive Employee assistance program
- 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
Full-time
Career Level
Entry Level
Education Level
High school or GED
