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Client Services Coordinator

2 months ago

Grand Rapids, Michigan, United States MVP SPORTSCLUBS Full time
Job Overview

MVP SPORTS CLUBS POSITION DESCRIPTION | MEMBER SERVICES SPECIALIST

Company Overview

MVP Sports Clubs is a premier organization specializing in the development and management of sports facilities, with multiple locations operating in West Michigan. Our mission is to provide exceptional corporate service support across various domains including finance, marketing, information technology, human resources, property management, and operational growth encompassing sales, fitness, and overall operations. We pride ourselves on representing excellence in health and recreation throughout the community, driven by our passion for fitness and community engagement.

Why Choose MVP Sports Clubs

At MVP Sports Clubs, our foundation is built on core values such as professionalism, friendliness, efficiency, cleanliness, and teamwork. We strive to cultivate a welcoming, engaging, and enjoyable atmosphere for our employees. To support this environment, we offer a comprehensive benefits package.

  • Part-time employees enjoy athletic club access for themselves and their spouses/dependents, discounts on memberships for additional family members, member rates for services/programs, and a 25% discount on retail, food, and beverages.
  • Full-time employees receive additional benefits including health, dental, vision, and life insurance, long/short-term disability, paid maternity and paternity leave, paid time off, and eligibility for 401k participation after one year of service.

Position Summary

The Member Services Specialist plays a crucial role in upholding a consistent member service philosophy within the Athletic Club, ensuring high-quality service, operational efficiency, and adherence to facility standards. This position is primarily focused on addressing the needs of both prospective and current club members in a timely manner and is part of the Member Services team, reporting directly to the Member Services Manager.

Key Responsibilities

Facility Operations

  • Ensure all aspects of the Athletic Club are functioning in alignment with member and guest expectations.
  • Gain comprehensive knowledge of all facility areas through cross-training to understand their interrelations and overall operations. Be prepared to assist any department as needed, including fitness floor coverage.
  • Enforce club policies and guidelines, taking appropriate actions when necessary and reporting issues to the relevant Manager or Director.
  • Conduct daily cash inventory.
  • Respond to emergencies and complete incident reports as required.
  • Assist in the training of new team members within the Member Services Department.
  • Open and close the facility according to operational requirements.

Member Engagement

  • Build and maintain relationships with members and guests, serving as a resource for inquiries and feedback regarding our programs, classes, and operations.
  • Address all member and guest concerns, questions, and comments with a focus on retention and high customer satisfaction.
  • Conduct facility tours for prospective members.
  • Manage membership sales processes, including pricing, new sign-ups, account inquiries, billing issues, and cancellation or freeze requests.

Additional Duties

  • Participate in regular Service Game training sessions as directed by the supervisor.
  • Maintain a professional appearance by adhering to the MVP Sports Clubs uniform policy and wearing a name badge.
  • Assist with general operational tasks as needed.

Qualifications

  • A Bachelor's degree in a relevant field is strongly preferred.
  • At least 2 years of experience in a high-volume customer service environment, with the ability to manage challenging situations effectively.
  • First Aid/CPR certification is required; candidates without certification must complete MVP Sports Clubs' in-house training.
  • Strong communication, leadership, and organizational skills are essential.
  • Availability to work opening and closing shifts, including weekends and holidays as needed.
  • Ability to multitask while maintaining composure under pressure.
  • Physical capabilities include bending, stooping, climbing, standing, sitting, and lifting up to 40 lbs, as well as performing office tasks that require fine motor skills and clear communication.