Membership Services Representative

YMCA of Northeastern Ontario • North Bay, ON

3d • Onsite

About The Position

The YMCA of Northeastern Ontario is seeking a Part-Time Membership Services Representative to join their team at the Chippewa Street Branch in North Bay. This role is crucial in creating exceptional experiences for members, participants, and guests, acting as an ambassador for the organization. The representative will provide welcoming, knowledgeable, and professional customer service, promoting the YMCA's mission, values, programs, and services. Key responsibilities include relationship building, membership sales and retention, program registration, account management, and administrative support, working collaboratively with all departments to ensure members receive accurate information and a positive experience.

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, transfers, and account updates accurately and efficiently.
• Ensure all membership agreements, payment authorizations, waivers, 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 + 10% off family membership
• Paid personal/sick days
• Employee & Family Assistance Program with counselling, coaching, legal + financial supports
• YMCA Federation Pension Plan
• Mileage reimbursement
• Team events + staff recognition
• Learning & development opportunities
• Flexible hours + hybrid work options (role dependent)

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED