Objective (s): Positively enhance the member experience for Member Assists. Inquiries for billing, cancellations, freezes, account changes, usage and enrollment of regular and specialty memberships such as Silver Sneaker members are considered Member Assists. With guidance from their direct reports, adhere to the company’s Mission, Vision, Service Standards, and Business Philosophy.
The position is year-round and part-time with a flexible work schedule that on average will require 20 -25 hours per week including some weekends and evenings. This position may lead to full-time in some locations.
Reports to: General Manager and Member Services Manager (Home Office)
High school diploma
At least two years of customer service experience (preferably in the health club/fitness/wellness industry)
Proven track record of success in problem solving and retaining customers
Proficient oral, written, and technology communication (email/texting) skills
Experience and proficiency with business software and Microsoft Windows/Office
Basic math and accounting skills, basic computer skills, communication skills, ability to multi-task, phone etiquette.
A dynamic, outgoing personality.
To Get and Keep Members.
Acknowledge, display enthusiasm and encourage members to visit regularly
Field member phone calls and in person interactions
Be responsive to our members in person whether the interaction is directly related to the role
Primarily be on point in the club to properly/accurately handle all membership account inquiries & changes
Maintain a time log tracker either electronically or manually for duties in 15 minute increments
Attend club and home office meetings and training sessions in person or via phone
Responding timely to Task Requests by Home Office via email or phone
Make appropriate, accurate changes on member accounts for vital information
Process payments for past due items
Maintain Accuracy of database, attendance records and assist in any database maintenance projects such as for Silver Sneakers
Be genuine, outgoing and courteous to all members & fellow staff on a daily basis during phone or in person interactions
Commitment to a high level of customer service and demonstrate the ability to calmly and professionally handle difficult members in person and on the phone
Assist with attempting to process and save cancellations to assist in improving member retention
Run reports and maintain contact for low utilizer Silver Sneaker members
Maintain confidentiality, particularly around PCI compliance regulations for handling account numbers, social security numbers, addresses and contact information
Other duties as reasonably assigned.