Membership Services Representative
About The Position
The YMCA of Northeastern Ontario has been serving our local communities for over 180 years and we are committed to supporting our local families, children, youth and seniors in our various programs and services today. At the YMCA, our values and purpose drive everything that we do. As a charity, we’ve championed values of empathy, health, trustworthy, inclusiveness, respect and responsibility. Helping people develop a healthy spirit, mind and body and inspiring a sense of social responsibility is the cornerstone of our legacy of caring. This job posting is for an existing vacancy and is intended to fill a current position within our organization. We are currently seeking a Membership Services Representative to join our team of dedicated professionals. This Full-Time position is based at the YMCA of Northeastern Ontario's Chippewa Street Branch in North Bay. Reporting to the Supervisor of Member Experience, the Membership Services Representative plays a key role in creating exceptional experiences for members, participants, and guests. As one of the first points of contact at the YMCA, this position serves as an ambassador for the organization by providing welcoming, knowledgeable, and professional customer service while promoting the YMCA's mission, values, programs, and services. This role is responsible for delivering outstanding member experiences through relationship building, membership sales and retention, program registration, account management, and administrative support. The Membership Services Representative works collaboratively with all departments to ensure members receive accurate information, personalized service, and a positive experience every time they visit the YMCA.
Requirements
- Ontario Secondary School Diploma (OSSD).
- Minimum of two (2) years of customer service, sales, hospitality, recreation, or related experience.
- Demonstrated ability to provide exceptional customer service in a fast-paced environment.
- Strong interpersonal, communication, and relationship-building skills.
- Ability to confidently promote memberships, programs, and services.
- Strong organizational skills with excellent attention to detail.
- Ability to prioritize multiple tasks while maintaining accuracy.
- Ability to work independently and collaboratively within a team environment.
- Current Standard First Aid and CPR-C (or willingness to obtain within the required timeframe).
- Current and satisfactory Police Record Check with Vulnerable Sector Screening.
Nice To Haves
- Intermediate computer proficiency and experience working with point-of-sale, membership management software, Word, and Excel is considered an asset.
Responsibilities
- Deliver exceptional customer service by creating a welcoming and inclusive environment for all members, participants, and guests.
- Serve as the first point of contact by greeting every individual promptly, professionally, and courteously.
- Develop meaningful relationships with members while promoting the YMCA's mission as a charitable organization.
- Maintain comprehensive knowledge of YMCA memberships, programs, services, financial assistance opportunities, and promotions.
- Promote memberships, programs, and services through consultative conversations that identify the needs of prospective and current members.
- Process membership sales, renewals, program registrations, payments, refunds, and account updates accurately and efficiently.
- Ensure all membership agreements, payment authorizations, and confidential documentation are completed accurately and maintained securely.
- Conduct engaging facility tours that highlight the YMCA's programs, services, and community impact.
- Support member retention initiatives by completing follow-up calls, outreach, and ongoing member engagement.
- Resolve member questions and concerns promptly using YMCA service recovery practices or refer matters to the appropriate supervisor when necessary.
- Accurately balance cash, debit, credit, and other financial transactions while following YMCA financial procedures.
- Maintain a clean, organized, and welcoming Membership Services area.
- Collaborate with colleagues across all departments to ensure seamless member experiences.
- Participate in staff training, meetings, and ongoing professional development.
- Follow YMCA policies and procedures, including Child Protection, health and safety, privacy, and emergency protocols.
- Perform other related duties as assigned.
Benefits
- Free YMCA membership for you + your family
- Discounts on camps, child care, and recreation programs
- Paid vacation + personal/sick days
- Comprehensive health & dental, including vision + wellness supports (chiro, massage, mental health, naturopathy & more!)
- Employee & Family Assistance Program with counselling, coaching, legal + financial supports
- Life, disability, and accident insurance coverage
- YMCA Federation Pension Plan
- Mileage reimbursement
- Team events + staff recognition
- Learning & development opportunities
- Explore different YMCA roles and career paths
- Flexible hours + hybrid work options (role dependent)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
