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YBC

Member Experience Representative

Vancouver, BC, Canada

Pay: $18.85 to $20.6 CAD / hour
Job type: Part-time
Working hours: 4-24 hours per week
Posting language: English
Posted: Sep 22, 2026

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Original job description

Date Posted: September 22, 2026

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
  501-1000 hours $19.41 per hour
  1001 – 1500 hours $20.00 per hour
  1500 + hours $20.60 per hour

Reports To: Centre Manager

Benefits:

Free YMCA Gym Membership and/or Y@Home
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 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.

Major Responsibilities- in this position, you will:

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-you bring:

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 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 bc.ymca.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

Please include any and all relevant certifications in your online application.

You will receive an automated notification to confirm receipt of your application.

If short-listed for a position: We will contact, you to move forward to the next step.
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.

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More about this job

Responsibilities

The Member Experience Representative promotes membership sales and provides exemplary customer service while ensuring a safe and welcoming environment. They work fluidly across the facility to support fitness floor operations, program delivery, and member retention.

Requirements

Candidates must possess current Standard First Aid, CPR-C, and AED certifications along with strong interpersonal and computer skills. A successful criminal reference check and vulnerable sector search are required prior to starting.

Skills

Customer service
Membership sales
Fitness floor supervision
Conflict resolution
First aid
CPR-C
AED
Computer proficiency
Microsoft Office
CRM systems
ActiveNet
Communication skills
Interpersonal skills
Program facilitation
Safety compliance

Benefits

Free YMCA gym membership
Y@Home access
Training and professional development opportunities
Reduced childcare rates
Priority placement for YMCA staff

Visa sponsorship

Not detected in the job text

Keywords

Member Experience
YMCA
Fitness
Sales
Customer Service
First Aid
CPR-C
AED
Microsoft Office
CRM
ActiveNet
Conflict Resolution
Non-violent Crisis Intervention
Facility Management
Community Centre
Retention
Programming
Safety Standards
Member Orientation
Recreation

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