Welcome Desk Service Representative

The YMCA Southwestern New Brunswick is working hard to address the critical issue’s facing the region; the health crisis, population decline, youth outmigration and child poverty. At the Y, we are striving to build a diverse and inclusive community where each person is valued for the unique perspectives and contributions they bring.

The Y offers a diverse set of programs at 20 locations in the city and surrounding municipalities. We are a community of 475 employees and 500 volunteers. If you don’t have a Y story yet – now is your opportunity to get involved. We invite you to come see what the power of belonging can do for you, your career and your community.

POSITION OVERVIEW

As a Membership Services Representative, you will be the first point of contact for members and visitors. You will deliver high quality experiences to members and potential members by being an information source about the programs and services the YMCA of Southwestern New Brunswick offers to aid them in reaching their specific health and fitness goals.

CORE RESPONSIBILITIES Create a welcoming and inclusive first impression by greeting members, participants, volunteers, and visitors in a warm, professional, and engaging manner, recognizing members by name whenever possible. Deliver exceptional Welcome Desk experiences by providing outstanding customer service, responding to inquiries, supporting membership applications, program registrations, facility tours, member orientations, payment processing, and resolving concerns with professionalism and care.

Build meaningful relationships with members and guests by engaging in conversation, understanding their needs, and connecting them to YMCA programs, services, and opportunities that support their health and well-being. Develop a strong understanding of YMCA programs, services, memberships, and community initiatives to confidently answer questions, promote opportunities, and help members make the most of their YMCA experience.

Support membership growth and retention by identifying opportunities to welcome prospective members, following up with inquiries, and contributing to membership and program participation goals. Promote a safe, respectful, and inclusive environment by modelling YMCA values, ensuring adherence to Member Etiquette and Child Protection Policies, and addressing concerns appropriately.

Maintain an organized, safe, and welcoming Welcome Desk and lobby environment, ensuring the facility is clean, well-presented, and ready to provide an exceptional experience for members and guests. Open and/or close the facility in accordance with operational procedures, ensuring the Welcome Desk and public areas are prepared to support members, participants, and staff throughout the day.

Work collaboratively with colleagues across all YMCA departments to ensure members receive consistent, seamless, and high-quality service at every point of their YMCA experience. SKILLS AND QUALIFICATIONS Previous experience in customer service, hospitality, recreation, health and wellness, retail, or a member-focused environment is considered an asset.

Demonstrated ability to provide exceptional customer service while creating welcoming, inclusive, and positive experiences for members, participants, and visitors. Excellent interpersonal, verbal, and written communication skills, with the ability to build positive relationships with people of all ages and backgrounds.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. Comfortable using computers and technology, including Microsoft Office applications and membership management systems. Demonstrated initiative, professionalism, sound judgment, and the ability to work both independently and collaboratively as part of a team.

Ability to work a flexible schedule, including days, evenings, weekends, and holidays as required. Current First Aid and CPR certification, or the willingness to obtain certification within a specified timeframe. COMPETENCIES REQUIRED Commitment to the YMCA Mission, Vision and Values: Demonstrates and promotes a personal commitment to the YMCA's mission, vision, strategic priorities, and BIRCH values through everyday interactions and decision-making.

Member & Guest Focus: Creates welcoming, inclusive, and positive experiences for members, participants, volunteers, and visitors by anticipating needs, building relationships, and delivering exceptional customer service. Communication: Communicates clearly, professionally, and respectfully with members, colleagues, volunteers, and community partners while supporting collaboration and the effective sharing of information.

Relationship Building: Builds trusting, positive relationships with members and colleagues by demonstrating empathy, active listening, and a genuine desire to help others succeed. Self-Management & Accountability: Demonstrates initiative, sound judgment, and personal accountability while working independently, managing multiple priorities, and contributing to a positive team environment.

Adaptability: Responds positively to changing priorities, new technologies, and evolving member needs while maintaining a high level of service and professionalism. Professionalism & Integrity: Demonstrates ethical behavior, confidentiality, respect, and professionalism while following YMCA policies, procedures, and workplace health and safety standards.

Service Excellence: Deliberately identifies opportunities to enhance every individual's YMCA experience by consistently delivering welcoming, responsive, and solution-focused service. WORKING CONDITIONS The YMCA of Southwestern New Brunswick is committed to providing a safe and healthy workplace. Employees are expected to follow all workplace health and safety policies and procedures and are encouraged to bring any health and safety concerns to their supervisor or a member of the Joint Health and Safety Committee.

This position works in a dynamic, member-focused environment that is often busy and may involve frequent interruptions, multiple priorities, and moderate to high noise levels. Reliable transportation to and from the assigned work location is the responsibility of the employee. Employees are responsible for contributing to a safe environment for members, participants, volunteers, guests, and colleagues.

Current First Aid and CPR certification is required, and employees may be required to respond to emergencies within the scope of their training. Employees are expected to maintain a clean, safe, and welcoming facility by following YMCA Standards of Maintenance (SAM) and supporting the overall appearance and readiness of the Welcome Desk and surrounding areas.

Employees are expected to consistently demonstrate the YMCA's Service that Shines standards by delivering welcoming, respectful, and responsive service to every member, participant, volunteer, and guest. COMPETENCIES REQUIRED Communication : Communicates in a clear, professional, and timely manner and supports information sharing and goal achievement.

Creativity and Innovation : Develop new ways or adapt existing ideas to help us achieve desired results. Relationship Building and Collaboration : Builds positive interaction both internally and externally to achieve work-related goals. Self-Management : Works independently with minimal supervision. Sensitivity : Ability to develop an appreciation for the challenges of our clientele and display needed patience and resourcefulness.

Sense of Community : Demonstrates an awareness and understanding of community and responds to identified needs. Teamwork : Actively builds teams and encourages open relationships for maximum organizational effectiveness. WORKING CONDITIONS As a YMCA staff person, your hours of work and location may be adjusted due to programming needs.

There is no guarantee of the number of hours worked within a work week. The YMCA has a Joint Health and Safety Committee which meets every month to discuss health and safety within the workplace. Questions or concerns about your workplace must be brought forward to committee members. In this role, you will be required to work in an environment which is often busy with high levels of noise.

As a YMCA staff, you are responsible for your own travel to and from work. You are responsible for the member/client’s safety daily. You will be required to perform first aid and CPR when and if necessary and you are certified to do so. You will be responsible to follow and abide by YMCA Canada National Experience Program.

WHAT WE OFFER

Ongoing training and skill-building opportunities. Perks: YMCA individual membership benefit. Supportive Environment: Work with a team that values growth and career progression. Complimentary unifor m INTERESTED IN JOINING US? Interested candidates are invited to apply with us online at Careers | YMCA of Southwestern New Brunswick.

We ask all applicants to submit their cover letter and resume. The YMCA of Southwestern New Brunswick appreciates the interest of all applicants; however, only those selected for interviews will be contacted. EQUAL OPPORTUNITY COMMITMENT We value the unique perspectives and contributions of each individual and are committed to building an inclusive, diverse workforce.

DUTY TO ACCOMMODATE The YMCA is committed to creating inclusive and accessible environments for all. If you require an accommodation at any stage of the application or employment process, we encourage you to let us know so we can ensure equitable opportunities for all.