Member Services Supervisor

2 weeks ago


Napa, United States CareerBuilder 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
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