Membership Services Representative

Position Title:              Membership Services Representative

Reports To:                   Membership Services Supervisor

Pay Grid:                       $15.00-$17.00.

Department:                Health Fitness and Aquatics

Our Culture:

YMCA of Medicine Hat strives to integrate our commitment to diversity and social inclusion in all that we do. We believe that strong leadership is created through the sharing of diverse experiences and perspectives.  We actively seek candidates who embody these principles and who reflect the many dimensions of the communities we serve. We are a charitable organization that provides health and fitness opportunities, employment services, licensed childcare, and various community programs in Medicine Hat, Redcliff, and Brooks. When you work at the YMCA, you’ll play an important part in building strong, thriving communities while positively impacting people’s lives. Join our team at the Y, a place where everyone belongs — including you! 

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day, demonstrating our values in action.  

We do the right thing.  

We are caring, respectful, honest, and responsible in all that we do.  

We put people first.  

We believe in each other – honouring our strengths, diversity, perspectives, and passions.  

We keep our promises.  

We do what we say we will do.  

We lead by example.  

We are courageous, speaking with conviction and always willing to listen and collaborate.

What qualification are we looking for? 

At the YMCA of Medicine Hat, we strive to ensure our employees are a good fit based on their strengths, interests, and future goals. 

The successful candidate will have the following:

• Exceptional customer service skills 

• Proficient computer skills, MS Office suite an asset

• Strong sales and customer service experience

• Ability to act professionally in all situations, representing the YMCA according to its core values

• Able to deal with difficult situations and complaints with confidence

• Excellent communication, organization, and time management skills

• Evidence of a clear Police Record Search (with Vulnerable Sector Check only if working with children), within the last six months  

• Cover letter and resume

What does this role look like at YMCA Medicine Hat?

• This position is responsible for providing exceptional customer service to all people or persons that access the YMCA facility while demonstrating all YMCA values. 

Customer Service:

• Be committed to exceptional customer service and member engagement 

• Have positive interactions with members throughout the building; never just walk by a member

• Identify and create opportunities to enhance each and every person’s YMCA experience

• Are knowledgeable of all YMCA programs and services

YMCA Values:

• Model YMCA mission and core values at all times

• Demonstrates appropriate behaviors in line with our Mission, Vision and Values as reflected in our YMCA competencies; takes a member focused approach to increase their understanding of programs offered across the Association. Meet and exceed customers’ expectations in all service aspects at the Member Services & Sales Desk 

Teamwork:

• Aid in the training of all new staff and volunteers

• Work in a team environment to achieve optimal collective results

• Develop and maintain smooth cooperative working relations with all staff and volunteers

SAM/Place to Connect Standards:

• Ensure all department areas conform and meet YMCA SAM 2.1 standards and expectations

• Share responsibility for weekly upkeep of desk inventory, and lost and found items while ensuring a well-stocked and clean work area at all times

• General cleaning as required around the facility

• Complete daily cleaning tasks and checklists

Interpersonal/Communication Skills:

• Submit any comments/complaints to the appropriate staff for follow-up

• Be accessible and available to respond to concerns/issues as required

• Communicate a large quantity of information clearly and concisely in person and over the telephone by understanding the organizational structure of the YMCA Medicine Hat

Quality of Work:

• Complete all membership/program related duties with accuracy in our Avocado system

• Accurately complete all transactions, payments, cash-outs and balancing within our Avocado system, tills, POS systems

• Maintain and complete membership paperwork, spreadsheets, emails and any other administrative work as needed

• Candidates must be able to work days, evenings and weekends

• Attend all staff training and YMCA staff meetings

Compliance with Legislation and YMCA Policies and Procedures:

• Not leave the YMCA premises without designating an alternate membership service representative 

• Follow all YMCA policies and procedures

Work Environment and Physical Demands:

• Work in loud noisy environment

• May be going from standing to seating positions, from standing to kneeling positions, from kneeling to standing positions, from seating to standing positions for most of the working day, there will be walking throughout the day

• Walking up and down stairs

• May lift or move items up to 50 lbs including children

• Working on a computer screen, computer keyboard and mouse

• May be exposed to children or adults who may not be vaccinated

• May be exposed to verbal/physical abuse from external and internal clients