Membership & Customer Service Associate

The Opportunity

The YMCA of Cape Breton is one of the largest charities in Nova Scotia and a member of one of the most recognized organizations in the world. Our mission is to connect and ignite the potential in people, helping them grow and give back to our communities. Through building connections with people at all ages and stages of their lives – as well as the broader community – the YMCA of Cape Breton serves over 35 000 people annually.

Programs and services focus on empowering people of all ages and life stages to overcome barriers and rise to their full potential. These include: health, fitness and aquatics; licensed childcare; employment programs (Nova Scotia Works); youth programming and related community services. The YMCA occupies 14 program sites across Cape Breton Island.

The YMCA of Cape Breton offers a great workplace culture achieved through an environment that embraces diversity and social inclusion, values differences, celebrates achievements and supports full participation by all employees. We believe that everyone belongs! The YCB provides 200+ employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of those within our communities.

Position Summary

If you are an energetic, multi-tasker who loves people and thrives in a dynamic work environment; this is the job for you!  The YMCA Membership Sales and Customer Service team provide exemplary service to the community.  As a group member, you will demonstrate the benefits of belonging to the YMCA through excellent communication skills and your dynamic personality.  Using your intermediary computer skills, you will also maintain excellent member details and team spirit through your integrity and willingness to take initiative

Responsibilities & Duties:

• Provide a positive, friendly, and understanding approach to membership sales.
• Provide YMCA Serving All Members standards and demonstrate mission, values, and commitment to excellent service.
• Provide clear communication among members and all levels of staff.
• Reception duties include answering the phone and greeting members and participants.
• Work with Membership software for sales and program registration, including handling cash and credit card transactions and reconciling daily cash.
• Ensure staff member’s success and member retention using our SAM Standards to deliver service excellence.
• Discuss overdue accounts with members and collect fees.
• All aspects of membership sales renewal and retention
• Handle complaints and concerns in a professional, courteous manner.
• Thorough understanding of current programs and promotions and the ability to communicate effectively.
• Provide facility tours.
• Complete accident/incident reports; assist with emergencies.
• Handling booking requests for Wellness Centre Staff and Financial Assistance Appointments
• General tidying, filing and housekeeping duties of the membership area Prepare membership cards and assign access codes for Members Plus Locker.
• Assist in community and facility events that further the Y’s mission, vision and targets.

Qualifications

• Customer service and sales experience.
• Experience in a fitness environment is an asset.
• Intermediate computer skills
• Excellent communication skills
• CPR/1^st Aid
• Ability to communicate in a thorough, clear, and timely manner and support information sharing and goal achievement across the Association.
• Ability to work quickly and efficiently despite uncertainly, adjusts to customer’s needs, respond to unforeseen opportunities and issues with confidence, integrate new information as it becomes available.
• Able to build positive interaction both internally and externally to achieve work related goals.
• You must be determined, genuine, welcoming, hopeful, nurturing, and fun.

Note: Successful candidates will be required to provide a current and satisfactory Criminal Record Check/ Vulnerable Sector Check and Child Abuse Registry Check. They will also be required to attend YMCA Child Protection Training, as well as successfully complete First Aid and CPR training.

We Offer:

• Comprehensive Group Benefits and Pension Plan Program
• Employee Family Assistance Program (EFAP)
• Individual & Family YMCA Membership
• Strong Work Life Balance Programs (i.e. annually provided 11 paid Wellness Days and a minimum of three weeks of paid Vacation Days)

• Discounted Childcare and Program Rates

The YMCA of Cape Breton is an equal opportunity employer that values the diversity of people and communities and is committed to excellence and inclusion in our Association. We are committed to an environment that is barrier free. If you require accommodation during the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation.