Sales Representative

YMCA of Greater Toronto•Markham, ON

3d•Onsite

About The Position

The Sales Representative is part of a team that ensures all key indicators of sales and customer service are met and/or exceeded. The Membership Sales and Service team ensures all members and potential members receive excellent service and accurate information, leading to an improved experience as a member of Central YMCA Health & Fitness Centre.

Requirements

Minimum of 2 years sales and/or customer service experience, preferably in a membership/client based environment
Familiarity with personal member and payment info, including knowledge of privacy and protection requirements of such info
Well developed interpersonal, and relationship building skills; ability to establish rapport and excellent communication with members, staff and volunteers
Excellent written communication skills
Commitment to working in a socially inclusive environment responding with sensitivity and personal awareness to the diverse needs of members including visible and non-visible dimensions of diversity
Flexibility regarding assigned working hours, including evenings and weekends
Commitment to diversity, equity, inclusion and building a sense of belonging
Commitment to the YMCA’s Mission, Vision and Values
Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter

Nice To Haves

Post-secondary education in sales, marketing, promotions, retail management, or related field or equivalent experience is an asset
Current CPR - C and First Aid an asset
Previous experience in promotional sales including demonstrated skills in identifying potential customer needs and interests leading to successful up-sales, renewals, etc.
Proficiency with computers, experience with Activenet and Virtuagym an asset
Philanthropy involvement; planning, storytelling, volunteerism an asset

Responsibilities

Respond to members regarding all YMCA programs and services using various communication channels (telephone, email, fax, mail, etc.).
Provide referrals, process registrations, cancellations, bookings, sales, renewals, upgrades, modifications, payment resolution and orientations in an efficient manner.
Manage general inquiries; fields complaints/recommendations.
Work towards and achieves personal and team sales targets Models excellence in both sales and service. Perform duties of a Membership Sales Staff in an exemplary manner as required by work volumes and scheduling needs.
Be Member focused at all times, prioritize all responsibilities in order to seek opportunities to initiate conversations with members and prospective members. Work at a fast pace and responds to multiple priorities effectively
Handle membership enquiries by building rapport, asking probing questions to ascertain prospective member needs and interests and customizes tour of the facility to link member interests to program options.
Demonstrate comprehensive knowledge of all programs and services available, resulting in tour conversions and membership registrations; Assist members to understand membership options, payment plans and types.
Assist centre in reducing withdrawal numbers, reducing expiry numbers and maintaining high member retention by addressing member concerns quickly, effectively with a socially inclusive perspective and solution focused mindset.
Provide a specific and personal focus to new members and follow up after tours to ensure they receive a welcome call, and are booked for relevant program training. Understand the Stages of Change and uses this knowledge to assist members in making a lifestyle change.
Identify additional fee-based programs and activities of potential interest to members leading to additional sales revenue (e.g. personal training, aquatics, day camp, etc.).
Ensure accuracy when handling money and completing cash balancing. Protect the assets and information of the YMCA and its members.
Maintain YMCA standards and is a positive role model for our Mission, Vision and Commitment to Service. Understand and demonstrate YMCA Priority S.A.M (Serving All Members) standards and E.Y.E . (Evaluate Your Employees) standards
Make decisions and solve problems regarding membership sales and service functions, membership accounts, members concerns, and members’ behaviour. Assist members in resolving past due accounts, identifying options and referring potential qualified members to team leader/supervisor for membership assistance.
Remain flexible in regards to scheduling needs and understands key times for the team including peak times of the day, days, weeks, seasonal changes and unexpected changes in member patterns.
Understand and support YMCA philanthropic commitments, connects with families and offers opportunities to give, either financially or their personal time, including participation in special events within the centre and the community.
Understand the importance of the volunteer staff partnership and integrates the value of philanthropy and volunteerism in dealings with members, volunteers, donors and staff.
Perform other duties as assigned