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Member Services Supervisor

3 months ago

Napa, California, United States Active Wellness Full time

Job Title:
Member Services Supervisor

Pay Transparency:
$20 - $22 hourly (DOE)

Role and Responsibilities

The Service Desk/Member Services Lead is a cross-functional role that creates efficiencies in Service Desk and Member Services operations.

This person is responsible for supervising the Service Desk Team to support in delivering exceptional customer experience maintains a high standard of customer service for the service desk staff, delivering beyond our member's expectations.

This person contributes to member retention, as well as new membership sales.

The Service Desk/Member Services Lead has the responsibility of checking members in and being responsive to member inquiries regarding goods and services while in the club facilities.

Service Desk/Member Services Lead also responds to members' comments and suggestions, acting as the club's first line of communication with members and creates a friendly and welcoming environment.

Service Desk/Member Services Lead manages all front desk staff and ensures an exceptional member experience and collaboration between the front desk and other club departments.

Specific Responsibilities

Essential Functions

  • Schedule member service appointments either in person or by phone and assist with purchase at the point of sale
  • Be knowledgeable and educate members about all programs and activities offered by Active Wellness
  • Present membership information to prospective members, and follow up on membership leads
  • Assist with the maintenance of retail shops and managing of vendor partners
  • Assist in managing club Operational Standards of Excellence - OSE and completing OSE audits
  • Recruit, train, and develop the Service Desk Team
  • Set a schedule for the service desk team and be responsible for maintaining staff coverage
  • Ensures that club is open on time
  • Works a minimum of 10 hours per week at the desk
  • Administer emergency care to members and guests in need of assistance
  • Work as a TEAM with all other departments
  • Other duties and responsibilities as assigned by the supervisor
Other Functions

  • Inventory of food items as well as locker and laundry service
  • Maintain safety book/ emergency log, message log, and lost and found a ledger
  • Keep club well stocked and clean
  • Be knowledgeable about all programs and activities offered by Active Wellness
  • Promote club services and activities
  • Perform routine maintenance of equipment
  • Assist with keeping the club well stocked and clean
  • Attend Active Wellness site meetings and training
  • Handle injury and illness and security incident reporting