Job Description
Join our Team!
Position Title: Customer Service Representative
Date Posted: July 21, 2025
Competition File No.: 2025-48
Program Area: Health, Fitness and Aquatics
Worksite Location: Owen Sound
Travel Requirement: No
Position Type: Permanent Part Time Category: #2
Existing Vacancy: Yes No. of Vacancies: 2
Hours: 18 to 28 per week
Shifts: Mornings, Afternoons, Evenings
Monday to Friday and Weekends
Salary/Wage: $17.56 – $19.96
Wages commensurate with qualifications and experience.
Start Date: As soon as possible
End Date (if temporary): Not applicable
Application Deadline: August 5, 2025
Application Process: Email resume, cover letter and YMCA Employment/Volunteer Application Form to: Supervisor of Membership Sales & Service at Jordan.Johnston@osgb.ymca.ca. Include the Job Title and Competition File Number in your subject line. Only candidates selected for an interview will be contacted
The Y is people-powered. Our staff and volunteers provide the spark that helps ignite positive change in the lives of others.
Your Opportunity to be the Spark!
As a charity igniting the potential in people, we are seeking a Customer Service Representative to join our team. The Customer Services team ensures that all members and potential members receive excellent service and accurate information, leading to an improved experience as a member of the YMCA of Owen Sound Grey Bruce.
Responsibilities:
- Controls access to the facility with respect to the child protection policy and our facility admissions policy.
- Processes membership applications, holds and cancelations with minimal to no error.
- Processes financial assistance applications, with care and tact.
- Processes payments; including but not limited to cash, cheque, debit, credit, third party and payment plans.
- Follows Payment Card Industry (PCI) compliance.
- Completes deposits and daily cash outs without error.
- Completes program registrations through ActiveNet.
- Handles general inquiries from members and the public
- Answers phones, voice messages and support emails in a timely manner. Answers phones within 2 rings, and emails/voicemails within 2 hours.
- Demonstrates YMCA values when interacting with Staff, guests, volunteers and members.
- Greets all members encountered with a smile, “hello or by name.
- Alerts members to system notes with care and tact.
- Verbally updates members on program interruptions, closures or other changes to schedule.
- Frequently interacts with members for a variety of different reasons, using open-ended questions (e. conversation, praise, safety).
- Spends majority of time interacting with members.
- Responds professionally to challenging situations by actively listening to concerns, taking steps to satisfy the concerns and using a friendly tone of voice and body language when interacting with members who are angry or upset.
- Responds professionally to challenging situations by acknowledging feelings, validating perspective and showing respect for other’s opinions and capabilities.
- Discloses sensitive information appropriately.
- Intervenes in situations where people behave inconsistently with YMCA Values.
- Collects arrear payments within a reasonable timeframe.
- Conducts follow up calls/emails, regarding NSF’s Cancellations, Holds, Tours, New Members, etc.
- Demonstrates a commitment to “YMCA Clean Culture” and SAM Standards.
- Actively participates in meetings and/or training sessions, as required.
- Performs all other duties as assigned.
Just Some of the Benefits of Working at the YMCA:
- Comprehensive and ongoing training and long-term and upward career opportunities.
- Free membership to our Health, Fitness and Aquatics facility.
- Flexible work schedules.
- Medical, dental, and pension benefits (eligibility based on number of hours worked)
- Fun, passionate and dependable co-workers.
Job Requirements:
- Be a minimum of 18 years of age.
- Be legally entitled to work in Canada.
- Computer Literacy
- Have a working knowledge of Microsoft programs; Word, Excel, Office 365 and Teams is an asset.
- Familiarity with ActiveNet Database would be an asset.
- Possess a diploma in Business Administration or equivalent Customer Service experience.
- Able to discreetly dela with information of a sensitive and confidential nature
- Have current Standard First Aid, CPR-C, & AED certificate (or willingness to complete prior to starting work).
- Have a current and satisfactory Criminal Reference Check and Vulnerable Sector Search issued no later than ninety (90) days preceding your start date.
- Have a minimum Class G Driver’s License; own vehicle and be willing and able to travel throughout Grey and Bruce Counties.
- Provide 3 professional references.
- Can demonstrate flexibility regarding assigned hours of work
- Possesses well-developed interpersonal, relationship building skills; ability to establish rapport and excellent communication with members, staff and volunteers.
The YMCA’s Commitment to Protecting Those We Serve:
We are committed to our responsibility to protect the children and other vulnerable people we serve. Therefore, all employees and volunteers must provide a current satisfactory Criminal Record Check and Vulnerable Sector Search results as a condition of their employment or volunteer engagement. These police record checks are reviewed on an individual basis, and the offense(s) – if any – is considered in the decision-making process in relation to the requirements of the position, therefore not eliminating all candidates with a record from being offered gainful employment.
The YMCA’s Commitment to Diversity, Inclusion and Equality:
The YMCA of Owen Sound Grey Bruce 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.
