Position Title: Member Services Representative

Location: Kamloops Downtown YMCA (400 Battle St, Kamloops, BC V2C 2L7)

Term: Full Time Permanent

Hours: 35 hours per week

Shift: Shifts vary but will include weekdays, evening and weekends

Start Date: ASAP

Salary: $18.30 per hour

Reports To: Supervisor, Member Experience

Competitive vacation and paid sick time

Free YMCA Gym Membership+Y@Home

Eligibility for Extended Medical and Dental Benefits

Training and Professional Development Opportunities

Extensive Employee assistance program

Reduced childcare rates and priority placement for YMCA Staff

Be part of a charitable organization that positively impacts the community

*Some benefits may vary based on region and employment terms

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

Promote membership and program sales and services in a positive and professional manner

Provide facility tours through YMCA standards

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 YMCA 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 situationsMaintains 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

Qualifications

Current Emergency First Aid with CPR-C & AED certificate

Computer proficiency, including Microsoft Office and CRM systems experience

Minimum one year experience in customer service and sales

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

Completion of secondary school or equivalent

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

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

YMCA BC is committed to creating an inclusive, accessible workplace 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.

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📌 Member Services Representative (British Columbia)
🏢 YMCA of GREATER VANCOUVER
📍 British Columbia