Membership Account Associate

4 weeks ago

Ashburn, United States XCAL Full time
Job DescriptionJob Description

XCAL Shooting Sports and Fitness, a family-owned business, combines its technology-driven design with uncompromising customer service to deliver a unique and fun-filled experience for shooters and fitness enthusiast of all levels. This revolutionary new concept integrates shooting sports and fitness in one convenient location. Our facility features three distinct shooting ranges, full-service restaurant and premium members lounge, large retail space, traditional as well as functional fitness, mixed martial arts dojo, spin studio, group fitness, spa services, child activity center and a host of amenities to provide an exceptional experience.

XCAL provides full-time employees with generous benefits that include:

  • Medical, Prescription Drugs, Dental and Vision plans provided by United Healthcare
  • Health Savings Account provided by Optum Bank via United Healthcare
  • Life Insurance and Accidental Death and Dismemberment (AD&D) provided by Hartford Life Insurance Company
  • Short-term disability (STD) and Long-term disability (LTD) plans provided by Hartford Life Insurance Company
  • 401k - XCAL matches 100% up to 4% of employee contributions
  • Paid Holidays and Paid Time Off (PTO)
  • Employment at XCAL comes with a XCAL Shooting Sports and Fitness membership and discounts on retail, food, and beverages

Job Summary:
In building customer service to XCAL Shooting Sports and Fitness. Provides assistance to customer for new signups and change request to existing membership accounts. Answering phone calls and returning phone call regarding membership inquiries. Assisting member and non-members to add locker rentals. Returning membership pricing quotes via email. Give new customers building tours.
Key Job Elements:
  • Database Management
  • Assist with all aspects of membership services, including processing membership applications, reactivations , upgrades, downgrades, cancellations, and freeze requests. Respond promptly and accurately to membership inquiries via phone, email, or in person.
  • Assigning membership cards and door access fobs.
  • Processes acknowledgment letters and membership fulfillment packages with attention to detail and timeliness.
  • Supports the Membership / Accounts Manager and department projects by helping to maintain and optimize the CRM database.
  • Uses the CRM database for various membership needs, and reporting, with advanced attention to detail and confidentiality.
  • Adheres to a consistent style and ensures the accuracy of constituent records within the CRM and other systems.
  • Supports the department by contributing to reports such as monthly reports.
  • Collaborate with the membership team to plan and execute member events.
  • Keeps stock of membership materials and assists in re-ordering when needed.
  • Demonstrating a superior customer service attitude involves understanding expectations, going above and beyond, and being a customer advocate. Demonstrating behaviors of helpfulness, genuine interest, and respect influences customer behavior - moving them from indifferent to loyal.
Organizational Relationships
  • Reports to the Membership Manager
  • Works closely with Receptionists on first floor and second floor, Fitness Managers, F&B Managers, Retail Managers, Range Managers, Accounting Department, and HR manager.
  • Interacts with various levels of staff.
Requirements:
Knowledge
  • 2+ years of experience in similar positions, preferably in a customer service setting.
  • Understanding of superior customer service attitude and confidentiality.
  • Adept at correspondence and other required materials in support of department activities.
Skills
  • Polished writing and speaking ability and strong interpersonal skills and relationship building skills.
  • Demonstrated time management skills and scrupulous attention to detail.
  • Analytical and report writing skills.
  • Access and employ job related computer software (i.e. Microsoft Office, Office 365) at an effective proficiency level.
  • Prior experience with CRM's such as CELERANT is beneficial.
Abilities
  • Goal driven strategic thinker.
  • Works independently with limited supervision.
  • Well organized with a strong detail orientation and penchant for action.
  • Customer service orientation and mindset.
  • Embrace new ideas, concepts.
  • Shows a passion for collaboration.
Work Environment and Physical Conditions:
The physical requirements and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job or may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions to the extent the Company may do so without undue hardship. The term "qualified individual with a disability" means an individual who with or without reasonable accommodation can perform the essential functions of the position.While performing the duties of this job, the employee is frequently required to follow and give oral and written instructions; stand, walk, and/or sit for extended periods of time with limited breaks; use hands to finger, handle or feel, reach with hands and arm, and reach above shoulder height. The employee is regularly required to climb or balance, squat, kneel, and crouch. The employee is occasionally required to detect smells and lift, drag and/or move up to 50 pounds unassisted. The employee is required to visually or otherwise identify, observe and assess. Special vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Employee is required to move about their work area, between buildings and the campus grounds, ascend and descend stairs and steep terrain. While performing the duties of this job the employee is subject outdoor weather conditions and temperatures which at times can be extreme. The noise level in the work environment is usually moderate and general does not require the use of hearing protection equipment.Notice:
The preceding job description indicates the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time nor does it proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

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