Member Services Representative

American Family Fitness

Member Services Representative

2 locations
Glen Allen, VA
Richmond, VA
Part Time
  • Responsibilities

    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.

    Performance Expectations:

    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

    Have Fun!

    Other duties as reasonably assigned.