Position Title: Member Experience Representative

Location: leləm̓ YMCA Community Centre (5490 Shortcut Rd, Vancouver, BC) * This location is in the UBC area*

Term: Part -Time Permanent

Hours: 4-24 hours per week

Shifts: Shifts vary but will include weekdays, evenings and weekends. Shift coverage needed most for Saturdays & Sundays.

Start Date: As soon as possible

Salary: 0-500 hours $18.85 per hour
hours $19.41 per hour
1001 - 1500 hours $20.00 per hour
1500 + hours $20.60 per hour

- Free YMCA Gym Membership and/or
- Training and Professional Development Opportunities
- 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

The Member Experience Representative works collaboratively with YMCA staff and volunteers to provide a protected 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
- 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 The Y Way 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

Qualifications:

- 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
- 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

📌 Member Experience Representative (Greater Vancouver A)
🏢 YMCA of GREATER VANCOUVER
📍 Greater Vancouver A