Coordinator, Membership Sales and Service

YMCA Ottawa - Ottawa, ON (30+ days ago)

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PLACEMENT: Preferred start date: January 6, 2020

CLOSING DATE: December 15, 2019

As one of the largest charitable community service organizations in the National Capital Region, the YMCA-YWCA of the National Capital Region responds to critical social needs in the community and works to provide solutions. Serving more than 70,000 people across our region annually, we are committed to nurturing the potential of children, teens and young adults, promoting healthy living and fostering social responsibility within the community. This position requires a commitment to the Y mission and core values of responsibility, honesty, caring, and respect, which form the foundation of all Y programs and services.

Reporting to the Regional Manager, the Coordinator, Membership Sales and Service plans, organizes, leads and controls the operation of the Membership desk. This position is responsible for managing a team of Membership Sales and Service Associates (MSS) and also supports and coaches volunteers, co-op students and Members in the Health, Fitness and Aquatics (HFA) facilities.

The Coordinator, Membership Sales and Service supports and facilitates MSS staff in providing excellent customer service and ensures staff have current, accurate and relevant information to relay to members. The Coordinator, Membership Sales and Service oversees all aspects of membership account creation, maintenance, modification, renewal and cancellation, as well as cash handling, payment tracking, collection and financial reporting. This position facilitates training of new staff on daily operational procedures, and YMCA-YWCA’s policies and regulations regarding client memberships and programming. The Coordinator, Membership Sales and Service is tasked with ensuring a high standard of professionalism and customer service as well as community engagement as it relates to member experiences within the HFA facilities. This position monitors and drives membership participation rates and responds to client feedback and complaints.

The Coordinator, Membership Sales and Service sometimes acts as the Manager on Duty (MOD) and occasionally supports departments outside of HFA. This position is responsible for ensuring that the mission, purpose, image and core values of the YMCA-YWCA of the NCR are adhered to by staff and conveyed to existing members, potential members and volunteers with every interaction.

2-3 years of related Customer Service experience in hospitality or fitness industries
1-2 years of experience in a leadership role
Post-Secondary education in a related field such as business management, recreation and fitness, hospitality, etc.
Strong understanding of basic accounting and budgeting practices
Knowledge of Legend or other database/client management systems is needed
Knowledge and frequent use of MS Office Suite products is required
Current Standard First Aid and CPR/AED certification
Excellent Customer Service and leadership Skills
Strong interpersonal and communication skills
Ability to troubleshoot and solve problems
Fluently Bilingual (English and French) is an asset
Vulnerable Sector Police Record Check not older than 6 months is required as per Association policy
Annually all staff must complete the mandatory training for the Protecting Children, Youth, and Vulnerable Persons, and submit the certificate of completion

INTEGRITY: Demonstrates responsible behaviour at all times and maintains high ethical standards.
TEAMWORK: Participates actively in a team for organizational effectiveness. Create an atmosphere of trust amongst all team members.
QUALITY FOCUS: Ensures that success criteria for self are set, reviewed and surpassed regularly to provide excellent service delivery.
LEADERSHIP: Motivates and inspires others to take action and achieve desired outcomes.

Cover letter and resume must be submitted no later than the closing date to the YMCA-YWCA of the National Capital Region, to hiring manager Tomislav Bracika, at Please use the position title as the subject line in your application e-mail.

All internal applicants must inform their supervisor of their intention to apply for the position.

CLOSING DATE: December 15, 2019

Thank you for your interest. Only those selected for further consideration will be contacted.

The YMCA-YWCA of the National Capital Region is committed to being an Equal Opportunity

Employer. Please advise in advance if you require any accommodation during the application or selection process. We believe all people have the right to live free from discrimination or harassment of any kind. Any information you send us will be handled respectfully and in complete confidence.

The YMCA-YWCA of the National Capital Region is committed to providing a safe environment for children. Candidates will be thoroughly screened using background checks and a review process.

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