Member Experience Representative - Vancouver, Canada - YMCA BC

YMCA BC

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Title:
Member Experience Representative

Location:
Robert Lee YMCA (955 Burrard St., Vancouver, BC V6Z 1Y2)

Terms:
Part-Time Permanent, 8-24 hours/week

Shifts:
Shifts will vary between Evening and Day shifts, on weekdays and weekends. Examples of shift times include 9am-2 pm, 11am

6:30 pm, 2:45 10:15 pm, 5:15 10:15 pm.

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 Representative collaborates with YMCA staff and volunteers to ensure a safe and inclusive environment within the branch.

Key focuses include membership sales, engagement, and retention while upholding YMCA SAM Standards and delivering member programs and services.

The Member Experience Staff plays a dynamic role within the facility, handling tasks at the membership desk, fitness floor, and child, family youth programming areas.

Major Responsibilities:

Promote membership and program sales and services positively and professionally
Conduct facility tours following YMCA standards through a 7-step selling process
Achieve or exceed sales targets
Assist members and guests with fitness-related inquiries, equipment usage, and basic exercise guidance
Provide fitness floor orientation and equipment usage guidance to members
Supervise fitness floor activities, programs, and member conduct
Record and report member satisfaction, trends, and activities using established systems
Inform and educate on program offerings relevant to members and families
Deliver excellent customer service across all program areas
Personalize interactions by learning and using member names
Engage in retention-related phone calls with members
Uphold SAM Standards for service excellence
Offer support in various program areas including fitness and child, family, youth programming
Assist with member check-in processes for programs
Participate in setting up program areas such as group fitness spaces and child, family, and youth areas
Train new staff and volunteers on procedures and best practices
Adapt quickly to unforeseen schedule or program changes
Handle conflicts and stressful situations employing a Nonviolent Crisis Intervention approach
Ensure adherence to YMCA standards, policies, and procedures for the safety of members, staff, and property
Maintain a clean and orderly environment in all program and common areas
Regularly inspect program spaces to ensure compliance, safety, and cleanliness

Requirements:

Current Standard First Aid and CPR-C & AED certification
Preferably BCRPA Fitness Theory and BCRPA weight training credentials
Proficiency in computer skills, including Microsoft Office and CRM systems
Experience with ActiveNet is advantageous
Strong communication and interpersonal skills with a focus on customer service
Prior experience in a fitness facility or recreation center is a plus
Access to reliable transportation
Training in conflict resolution is beneficial
Availability of 3 professional references

About Us:

The YMCA shares your values of nurturing healthy and resilient children, empowering confident youth, and promoting wellness and community connections

Being the largest operational charity in the Lower Mainland, our 4,000 dedicated staff and volunteers deliver essential community services that address significant social challenges.

Central to our success are:

The people who are committed to our mission of helping individuals achieve their full potential
The inviting and secure environments we offer—from fitness facilities to childcare centers to camps—that foster community spirit
The diverse programs we provide to equip people with the skills, opportunities, and confidence to realize their potential

These elements combine to create a supportive network and a sense of belonging that empower individuals to pursue their personal aspirations.

For many, this influence can be truly transformative and extend to those around them.

About You:

- Embrace integrity - You demonstrate care, respect, honesty, and accountability in all your actions
- Prioritize people -You recognize and value people's strengths, perspectives, and enthusiasm
- Keep commitments -You follow through on your promises
- Lead with courage -You exemplify bravery, speak with certainty,