Member Experience Representative - Vancouver, Canada - YMCA of GREATER VANCOUVER

YMCA of GREATER VANCOUVER

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:
Full-Time Permanent, 35 hours/week

Shifts:
Shifts vary, but will include Monday-Friday 2:00pm-9:30pm and Saturday-Sunday from 11:30am-7:00pm

Start Date:
As soon as possible

Salary:0-500 hours $16.19 per hour

hours $16.76 per hour
hours $17.34 per hour
1500 + hours $17.95 per hour

Reports To:
Supervisor, Member Experience

Nature & Scope:

The Member Experience Representative 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.

Major Responsibilities:

Promote membership and program sales and services in a positive and professional manner
Provide facility tours through YMCA standards through 7 steps of selling process
Meet and exceed projected sales targets
Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
Perform member orientation for the fitness floor and use of equipment
Oversee fitness floor, programming, and member behavior
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 phone calls and engage in member retention calls
Provide SAM Standards for service excellence
Provide assistance and support in program areas including fitness and child, family, youth programming
Support member and participant program checkin process
Assist with set up programming areas including group fitness and child, family and youth
Assist with training new staff/volunteers in procedures and practices
Be prepared to change course quickly based on situational changes to the schedule or program delivery
Diffuse conflict and stressful situations through a Nonviolent Crisis Intervention methodology
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
Remain calm and use supportive language when dealing with upset members and stressful situations
Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and change rooms
Regular walkthroughs of program areas to ensure member compliance, safety and cleanliness

Requirements:

Current Standard First Aid and CPR-C & AED certificate
BCRPA Fitness Theory and BCRPA weight training preferred
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
3 professional references
The YMCA has implemented a mandatory COVID19 vaccination policy requiring all staff and volunteers to be vaccinated as per the timelines set out by the province.

**Application Deadline: Ongoing