Date Posted : October 7, 2024

Position Title : Member Experience Representative

Location : Tong Louie Family YMCA (14988 57 Ave, Surrey BC)

Terms : Permanent Part Time, 4-24 hours / week

Shifts : Shifts vary and include weekdays and weekends. Coverage needed for morning shifts starting at 5 : 15am.

Start Date : As soon as possible

Salary : 0-500 hours $17.94 per hour

501-1000 hours $18.48 per hour

1001 1500 hours $19.04 per hour

1500 + hours $19.61 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 check-in 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 Non-violent 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
• Successful candidates will be required to provide a current and satisfactory Criminal Reference Check / Vulnerable Sector Search issued no later than six (6) months preceding your start date
• 3 professional references

Application Deadline : October 17, 2024

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 :

• 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.

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

About You :

• Do the right thing - You are caring, respectful, honest and responsible in all you do
• Put people first - You believe in the strengths, perspectives and passion of people
• Keep our promises - You do what you say you will do
• Lead by example - You are courageous, speak with conviction, listen attentively and collaborate

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.