Member Experience Representative

Date Posted: August 18, 2026 Position Title: Member Experience Representative Location: Chilliwack Landing Leisure Centre - 9145 Corbould St #1, Chilliwack, BC V2P 4A6 Cheam leisure Centre - 45501 Market Way, Chilliwack, BC V2R 0P2 Hours: 4-24 hours per week Shift: Shifts vary but will include weekdays, evenings and weekends. Shift coverage needed from 2:00pm-10:15pm Start Date: ASAP 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: Supervisor, Member Experience 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 BC 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 BC 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 BC 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 * BCRPA Fitness Theory and BCRPA weight training preferred * 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 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 * 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.

The Member Experience Representative is responsible for promoting membership sales, providing facility tours, and ensuring a safe and welcoming environment for all members. They will work across the membership desk, fitness floor, and programming areas to support member engagement and retention.

Candidates must possess a current Standard First Aid and CPR-C & AED certificate, with BCRPA Fitness Theory and weight training certifications preferred. Proficiency in computer systems and excellent interpersonal skills are required, along with the ability to pass a criminal reference check.

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

• Service à la clientèleSouhaitée
• Premiers soinsSouhaitée
• CommunicationSouhaitée
• Microsoft OfficeSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer service
• Membership sales
• Conflict resolution
• Fitness instruction
• Facility management
• Communication
• Interpersonal skills
• Computer proficiency
• Microsoft Office
• CRM systems
• ActiveNet
• First aid
• CPR-C
• AED
• Non-violent crisis intervention
• Membership Sales
• Automated External Defibrillator (AED) Certification
• Professionalism
• ADP Workforce Now
• Cardiopulmonary Resuscitation (CPR) Certification
• First Aid Certification
• Mental Health
• Customer Relationship Management
• Cleanliness
• Customer Service
• Community Health
• Conflict Resolution
• Crisis Intervention
• Disabilities
• Sales
• Health Equity
• Interpersonal Communications
• Telephone Skills
• Prioritization
• People Services

• Sports & Recreation
• Customer Service & Support
• Social Services
• Retail
• Member Experience Representative
• Membership Sales Representative
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

Formation minimale

Diplôme professionnel

Expérience minimale

0+ ans

Langue de l’offre

anglais

Heures de travail

24 heures par semaine