Member Experience Representative - Vancouver, Canada - YMCA BC
Description
Date Posted:
April 9, 2024
- **Position Title**: Member Experience Representative
Location:
Langara Family YMCA (282 W 49th Ave, Vancouver, BC V5Y 2Z5)
Terms:
Permanent, Full Time, 35-40 hours/week
Shifts:
Shifts vary and include mornings, 5:45am-2:15pm Monday to Friday or 7:45am-4:15pm on weekends
Start Date:
As soon as possible
Salary:0-500 hours $17.25 per hour
hours $17.77 per hour
hours $18.30 per hour
1500 + hours $18.85 per hour
Reports To:
Supervisor, Member Experience
Nature & Scope:
The Member Experience Staff works collaboratively with YMCA staff and volunteers to provide a safe and welcoming experience in branch.
The primary focus on membership sales, engagement and retention while supporting delivery of YMCA SAM Standards and member programs and services within the branch.
The Member Experience Staff will work fluidly in the facility between the membership desk, fitness floor and child, family youth programming.
The work is performed within established practices and involves routine duties.Tasks are performed under general supervision and duties are assigned with detailed or specific instructions as to methods and procedures to be followed.
Major Responsibilities:
- Promote membership and program sales and services in a positive and professional manner
- Provide facility tours through 7 steps of selling sales process
- Meet and exceed projected sales targets
- 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 new member phone calls and engage in milestone member retention calls
- Follow SAM Standards for service excellence
- Perform member orientations for the fitness floor and use of equipment
- Provide assistance and support to members in program areas including fitness and child, family youth programming
- Support member and participant programs checkin process
- Assist with set up programming areas including group fitness and child, family, youth
- Oversee fitness floor, programming, and member behaviour
- Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
- Be prepared to change course quickly based on situational changes to the schedule or program delivery
- Diffuse conflict situations through Nonviolent Crisis Intervention methodology
- Remain calm and use supportive language when dealing with upset members and stressful situations
- Assist with training new staff/volunteers in procedures and practices
- 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
- Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and changerooms
- Regular walk throughs of program areas to ensure member compliance, safety and cleanliness
Requirements:
- Current Standard First Aid and CPR-C & AED certificate
- Computer proficiency, including Microsoft Office and CRM systems experience
- Experience with ActiveNet an asset
- Excellent communication and interpersonal skills with customer service orientation
- Experience in a fitness facility or recreation centre an asset
- Access to reliable transit or a vehicle
- Conflict resolution training an asset
- Fitness Theory, Group Fitness certification and/or Personal Training an asset
- 3 professional references
Application Deadline:
April 20, 2024The YMCA cares about the same things you do: raising healthy and resilient children, ensuring youth feel confident and supported, and helping people feel healthy and connected to others in the community
.
As the Lower Mainland's largest operational charity, we are 4,000 staff and volunteers providing vital community services that are having a positive impact on some of the community's most pressing social issues.
Central to our success are:
- The
people who unite behind our mission to help people reach their potential - The safe and welcoming
places we provide—from health and fitness facilities to childcare centres to camps—that foster a sense of community - The comprehensive community
programs that provide the skills, opportunities and confidence people need to achieve their potential
These people, places, and programs come together to create a sense of belonging and a supportive network that have proven time and again to help people achieve their personal goals.
About You:
-
Do the right thing - You are caring, respectful, honest and res
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