Customer Experience Volunteer

Volunteer Title: Customer Experience Volunteer

Location: Brookfield Residential YMCA at Seton

Reports To: Customer Service Supervisor, Customer Experience Volunteer Coordinator

Date of Revision: October 2022

Note: This role has an age requirement of 18+ years.

Summary

Supporting YMCA Calgary’s core values of honesty, respect, care, and responsibility, the Customer Experience Volunteer will support the Customer Service team by providing information and directions to members and customers. Volunteers in this role are customer-oriented, clear communicators, and comfortable approaching people.

 

Time Commitment

This position requires an 8-month commitment. Volunteers are expected to commit to one (1) volunteer shift per week. Shifts are 2 hours in length and typically scheduled weekdays between 4:00PM and 7:00PM, and weekends and holidays between 12:00PM and 3:00PM.

Duties and Responsibilities

Health and Safety

  1. Maintain a safe environment by following YMCA Calgary policies and procedures
  2. Build relationships with members, participants, and YMCA staff and volunteers
  3. Communicate with YMCA Staff regarding any situations during your volunteer shift

Customer Support

  1. Demonstrate an energetic and positive attitude when engaging with members and customers
  2. Provide information and answering questions related to YMCA programs and events
  3. Direct members and customers to program areas, customer service desk, or other areas as needed
  4. Conduct facility tours for prospective members

Skills

  1. Proficient with technology and processes
  2. Knowledge of YMCA Calgary programs and navigating YMCA Calgary’s website and/or Avocado for information and program registration
  3. Ability to communicate effectively and de-escalate situations as they arise
  4. Demonstrating empathy to a diverse population
  5. Additional languages considered an asset

Benefits

  1. Develop practical leadership skills
  2. Complementary YMCA Calgary membership (after 3-month probation)
  3. Education and professional development opportunities

 

Qualifications

  1. Clear Police Information Check with a Vulnerable Sector Search (volunteer letter will be provided after interview)
  2. Three references (two professional)
  3. Able to attend and complete required trainings

Orientation and Training

  1. YBeginnings Orientation
  2. Health, Safety, and Risk Training
  3. Child Safety and Protection Training
  4. Position-specific training
    1. Processes and tools
    2. Expectations
  5. Ongoing training and support