Member Experience Representative

Date Posted :   August 23, 2024

Position Title :   Member Services Representative

Location : Kamloops Downtown YMCA (400 Battle Street, Kamloops)

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

Shifts : Shifts vary but will include weekdays, evenings and weekends

Start Date :   As soon as possible

Salary : $17.84

Reports To : Supervisor, Member Experience

Nature & Scope :

Reporting directly to the Member Experience Supervisor, and working collaboratively with the Member Services Team, Fitness Director and YMCA Staff and Volunteers, the Member Services Representative will provide exceptional customer services to members and public accessing the YMCA facility. The primary focus is to provide assistance and support to members as well as membership sales, engagement and retention while supporting delivery of YMCA SAM Standards and member programs and services within the branch.

The Member Services Representaive will work a variety of shifts, including evenings and weekends at the Downtown YMCA Location. Duties include : providing customer service, responding to inquiries from public, cash handling, data entry, membership sales and retention, light cleaning duties and supporting other departments within the facility.

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 check-in 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 Non-violent 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 walk-throughs of program areas to ensure member compliance, safety and cleanliness

Requirements :

Application Deadline : Ongoing

The 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 :

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. For some the impact can be truly transformational and can have an enormous ripple effect on those around them.

About You :

Competencies :

In addition to bringing a commitment to YMCA vision and values, and an orientation to service, the candidate should possess the following competencies :

Commitment to Organization and Values : Demonstrates and promotes a personal understanding of and appreciation for the mission, vision, outcomes and values of the YMCA.

Leadership : Motivates and inspires self and others to take action to achieve desired outcomes.

Communication : Communicates in a thorough, clear and timely manner.

Creativity and Innovation : Develops new ways or adapts existing ideas to improve programs and service.

Team Work : The ability to work effectively with others to achieve optimal results.

Product Knowledge : Thorough understanding of the components required in providing quality care.

YMCA BC is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our Human Resources department.