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 Standards and member programs and services within the branch.
The Member Services Representative 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- in this position, you will:
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Promote membership and program sales and services in a positive and professional manner
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Provide facility tours through YMCA standards
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Meet and exceed projected sales targets
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Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
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Perform member orientation for the fitness floor and use of equipment
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Oversee fitness floor, programming, and member behavior
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Use established systems and structures to record and report on member satisfaction, interest trends and activities
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Promote and educate on all program offerings relevant to member/family
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Provide exemplary customer service to all members, guests, and participants in all program areas
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Learn member names and use them during interactions
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Engage in phone calls and engage in member retention calls
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Provide YMCA Standards for service excellence
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Provide assistance and support in program areas including fitness and child, family, youth programming
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Support member and participant program check-in process
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Assist with set up programming areas including group fitness and child, family and youth
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Assist with training new staff/volunteers in procedures and practices
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Be prepared to change course quickly based on situational changes to the schedule or program delivery
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Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
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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
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Remain calm and use supportive language when dealing with upset members and stressful situations
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Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and change rooms
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Regular walk-throughs of program areas to ensure member compliance, safety and cleanliness
Qualifications-you bring:
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Current Emergency First Aid with CPR-C & AED certificate
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Computer proficiency, including Microsoft Office and CRM systems experience
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Minimum one year experience in customer service and sales
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Excellent communication and interpersonal skills with customer service orientation
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Experience in a fitness facility or recreation centre an asset
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Access to reliable transit or a vehicle
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Completion of secondary school or equivalent
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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
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Successful candidates will be required to provide 3 satisfactory references.
About YMCA BC:
By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.
As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.
We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.
YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at ymcabc.ca
Application Process-ready to make a difference?
We invite you to apply today and find your WHY!
Internal Applicants: Please apply online to this position through the ADP Workforce Now Career Centre. (Myself > Talent > Career Centre)
Application Deadline: Until Filled
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Please include any and all relevant certifications in your online application.
You will receive an automated notification to confirm receipt of your application.
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If short-listed for a position: We will contact, you to move forward to the next step.
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If not selected for a specific posting: Continue applying for future positions matching your qualifications and interests.
Note: Depending on the role, we may be required to prioritize internal applicants. At YMCA BC, we approach each hiring process individually, recognizing that people bring diverse experiences and strengths. If this opportunity speaks to you, we encourage you to apply—even if you don’t meet every listed qualification. Your unique background might be just what we’re looking for. And if this role isn’t the right fit, we hope you’ll continue exploring future opportunities with us that align with your skills and aspirations.
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 People Services department.
Thank you for your interest and application.
