HF Sales and Service - Canada Summer Jobs

YMCA of Greater Toronto•Oshawa, ON

14h•CA$20 - CA$21•Onsite

About The Position

Be the Spark! Join our dynamic Health and Fitness team, where every day is different, and you will always be engaged with meaningful work! The YMCA of Greater Toronto is a charity offering opportunities for personal growth, community involvement and leadership. Our full service health and fitness centres across the Greater Toronto Area provide a variety of health, fitness, recreation and community programs to thousands of members, including children, youth and adults, who represent the diversity of Greater Toronto and its communities.

Requirements

Be between 16 to 30 years of age at the start of the employment;
Have a valid Social Insurance Number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations.
It is a funding requirement of this position that candidates must be a Canadian citizen, permanent resident, or person to whom refugee protection has been conferred under the Immigration and Refugee Protection Act for the duration of the employment
Post-secondary education in sales, marketing, promotions, retail management, or related field or equivalent experience is an asset
Minimum of 2 years sales and/or customer service experience, preferably in a membership/client based environment
Degree or Diploma in sales, health, fitness, wellness management, or related field an asset
Minimum of 2 years sales and/or customer service experience, preferably in a membership/client based environment with leadership and supervisory experience
Previous experience in promotional sales including demonstrated skills in identifying potential customer needs and interests leading to successful up-sales, renewals, etc.
Well-developed interpersonal, and relationship building skills; ability to establish rapport and excellent communication with participants
Familiarity with personal member and payment info, including knowledge of privacy and protection requirements of such info
Excellent written and verbal communication skills
Well-developed organizational skills and attention to detail
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
Current CPR and First Aid or Intermediate First Aid with CPR-C & AED an asset
Proficiency with computers, experience with CLASS and FitLinxx an asset
Philanthropy involvement; planning, storytelling, volunteerism an asset
Flexibility regarding assigned hours of work, including early mornings, days, 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
Degree or Diploma in sales, health, fitness, wellness management, or related field an asset
Current CPR and First Aid or Intermediate First Aid with CPR-C & AED an asset
Proficiency with computers, experience with CLASS and FitLinxx 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. Performs duties of a Membership Sales Staff in an exemplary manner as required by work volumes and scheduling needs.
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 follows 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.).
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.
Understand and supports 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.
Promote upselling of Plus, Personal Training and Registered Programs.
Assist with external sales/community events, follow up on membership inquiries, conversion to membership or trial pass and scheduled call leads as assigned by the Sales Director, meeting required timelines. Use assigned reporting format to share results weekly.
Provide a specific and personal focus to prospective members. Follow up after tours/inquiries to ensure they receive a welcome call/email, are booked for relevant program training, New Member Orientation and Personal Training Consultation. Understands the Stages of Change and uses this knowledge to assist members in making a lifestyle change.
Conduct new member orientation to ensure all new members have a plan to achieve their goals including; registration in programs, personal training consultation, access to virtuagym app, first week/month visit/activities plan, strong understanding of programs and services available.
Conduct Personal Training consultations from online requests and in-person opportunities; Is knowledgeable about Personal Training programs and the Personal Training team in order to facilitate the best match between Trainer and client. Follow up with new and existing clients based on the PT Client Experience flow – supporting clients in each stage.
Address member concerns quickly, effectively with a socially inclusive perspective and solution focused mindset. Liaise with Sales and Personal Training Supervisor regarding member feedback.
Create and update client accounts, including reconciling Personal Training transactions as needed. Ensure accuracy of information entered in VirtuaGym, including client bookings, credits and notes.
Assist with making decisions and solving problems regarding membership sales functions, membership accounts, and members concerns. Assist members in resolving past due accounts, identifying options and handling potential qualified members for membership assistance.
Perform Membership Assistance Reassessment interviews as required.
Promote Centre or Association member engagement initiatives to existing members and Personal Training clients through email, phone calls and face-to-face meetings.
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.
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 inquiries and tours by building rapport, asking probing questions to ascertain prospective member needs and interests and customizes tours of the facility to link member interests to program options. Ensure their assigned sales and conversion targets are met or exceeded.
Ensure accuracy when handling money and completing cash balancing. Protects 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. Understands and demonstrates YMCA Priority S.A.M (Serving All Members) standards and E.Y.E . (Evaluate Your Employees) standards
Demonstrate appropriate behaviours in line with our Mission, Vision and Values as reflected in our YMCA competencies; take a member focused approach to increase their understanding of programs offered across the Association. Represent the YMCA and the Association in a professional manner.
Understand the importance of the volunteer staff partnership and integrates the value of philanthropy and volunteerism in dealings with members, volunteers, donors and staff.
Actively participate in scheduled programs, meetings and special events.
Collaborate with program members, volunteers, and YMCA staff, assist and encourage program members to access additional appropriate programs offered.
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. Perform other duties as assigned