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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 OVERVIEW | MEMBER SERVICES SPECIALIST

Company Background

MVP Sports Clubs is a premier organization specializing in the development and management of sports facilities, with a strong presence in West Michigan. Our focus lies in providing 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 are dedicated to promoting health and recreation within our communities.

Why Choose MVP Sports Clubs

At MVP Sports Clubs, our core values revolve around professionalism, friendliness, efficiency, cleanliness, and teamwork. We strive to cultivate a welcoming and enjoyable atmosphere for our employees. To support this environment, we offer a comprehensive benefits package.

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

Position Responsibilities

The Metro Member Services Specialist plays a vital role in upholding a consistent member service philosophy within the Athletic Club, ensuring high-quality service, operational excellence, and adherence to facility standards. This position is primarily responsible for addressing the needs of both prospective and current club members, ensuring prompt responses to club inquiries. The role is part of the Member Services team and reports directly to the Member Services Manager.

Key Duties

Facility Operations

  • Ensure all aspects of the Athletic Club operate in alignment with member and guest expectations.
  • Cross-train across various facility areas to gain comprehensive knowledge of operations and their interconnections. The Specialist must 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 hires within the Member Services Department.
  • Open and close the facility based on operational requirements.

Member Engagement

  • Build relationships with members and guests, serving as a resource and contact point, while actively seeking feedback on programs, classes, and operations.
  • Address all member and guest inquiries, concerns, and comments with a focus on retention and high customer satisfaction.
  • Conduct facility tours for prospective members.
  • Manage membership sales functions, including pricing, new sign-ups, account inquiries, billing, refunds, and cancellation or freeze requests.

Additional Responsibilities

  • 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.
  • A minimum of 2 years of experience in a high-volume customer service environment, with skills 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 abilities are essential.
  • Availability to work opening and closing shifts, including weekends and holidays as necessary.
  • Ability to manage multiple tasks while maintaining composure under pressure.
  • Physical requirements include bending, stooping, climbing, standing, sitting, and lifting up to 40 lbs; proficiency in office tasks such as paperwork, typing, and phone usage; and sufficient vision, hearing, and speaking capabilities to perform assigned duties safely.