Member Services Specialist Job

Member Services Specialist-COL01202

Description


General Summary

Responsible for delivering the highest quality customer service through proactively engaging all members and guests, and building strong relationships. Assist members with account maintenance and articulate an extensive knowledge of Life Time Fitness products and services. Anticipate member needs and interests and recommend programs, products and services appropriately.

Major Duties & Responsibilities

Member Experience


1. Greet and service members at the Activity Center in a friendly and professional manner
2. Attentively and promptly respond to member needs
3. Initiate, develop and maintain positive relationships with all members and guests
4. Answer and transfer phone calls in a timely and professional manner
4. Anticipate member needs and interests and recommend programs, products and services appropriately.
5. Enter sales transactions at POS for members, including program, service and product payments
6. Accurately schedule members for programs and services accordingly
7. Appropriately respond to questions and messages regarding a member accounts
8. Process member paperwork, including address changes, member cancellations, new members, electronic funds transfers, and payments

Sales & Promotional


1. Stay abreast of current club events and help maintain the club calendar


2. Articulate extensive knowledge of Life Time Fitness programs, products, services, policies and procedures to prospective and current members


3. Actively promote all Life Time Fitness programs, products, and services


4. Attend department and "all club" meetings


5. Be available to regularly work at least twenty to thirty hours per week, as scheduled by the Department Head


6. Function as Member Services Team Member when necessary, working all Front Desk zones

Responsibilities of All Positions

* Support and articulate the Life Time Fitness mission statement * Adhere to company policies and procedures * Ensure cleanliness of the club using all 5 senses: * Sight to ensure club is neat and orderly * Sound to ensure music/sound levels are appropriate * Touch to ensure floors, countertops, etc are clean and dry * Taste to ensure food & beverages in the café are up-to-standards * Smell to ensure the club is fresh and odor free

Customer Service:

* Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.

Safety:

Safety responsibilities

* Comply with all company safety rules * Use all required safety devices and personal protection equipment * Report accidents and injuries to supervisor as soon as possible * Participate in safety training and safety inspections * Suggest methods of preventing hazards to safety committee

Qualifications:

Minimum Qualifications

Education:

· High school diploma or GED

Experience

· Six-months experience in a customer service related position

Licenses / Certifications / Registration:

· CPR/AED certification required within the first thirty days after hire

Knowledge, Skills, Abilities and Other Characteristics

* Extensive knowledge of all club activities and promotions * Firmly but tactfully enforce Life Time Fitness Policies and Procedures * Excellent customer service and promotional skills * Excellent communication, listening, and interpersonal skills * Ability to build relationships with members * Ability to resolve conflicts in a professional, tactful manner * Ability to multi-task and learn quickly * Ability to operate a personal computer * Knowledge of standard office procedures and computer software

Primary Location OH-Columbus

Schedule Part-time

Job Level Individual Contributor

Shift Rotating

Nearest Major Market: Columbus
Nearest Secondary Market: Dublin
Job Segments: Customer Service, Customer Service Representative, Hospitality