Member Services Representative

4 days ago

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

About the Company

MVP Sports Clubs is a leading sports facility development and management company with a strong presence in West Michigan. We provide comprehensive corporate services, including finance, marketing, information systems, human resources, property management, and operational development. Our mission is to deliver exceptional health and recreation experiences to our communities.

Why MVP Sports Clubs

We are built on a foundation of professionalism, friendliness, efficiency, cleanliness, and teamwork. Our goal is to create a welcoming, engaging, and fun environment for our employees. To achieve this, we offer a range of benefits, including:

  • Part-time employees have access to athletic club facilities for themselves and their dependents, as well as discounts on memberships for additional family members.
  • Full-time employees enjoy health, dental, vision, and life insurance, long/short-term disability, paid maternity and paternity leave, PTO, and 401k participation after one year of service.

About the Position

The Metro Member Services Specialist plays a critical role in maintaining a consistent member service philosophy within the Athletic Club. This position is responsible for ensuring the quality of service, overall operations, and facility standards meet the club's expectations. The successful candidate will be responsible for taking care of prospective and current club members, responding promptly to club needs, and working closely with the Member Services Manager.

Responsibilities

Building Operations

  • Ensure all entities of the Athletic Club operate in accordance with member/guest expectations.
  • Cross-train in all areas of the facility to gain knowledge and understanding of each entity and their relation to the total operation.
  • Enforce club rules and guidelines, taking appropriate action where indicated and reporting any problems to the appropriate Manager or Director.
  • Inventory all cash totals daily.
  • Respond and react to any emergency, using incident reports appropriately.
  • Assist in training new hires within the Member Services Department.
  • Open and close the operation based on operational needs.

Member Relations

  • Establish relationships with members/guests and act as a resource and contact for members/guests, requesting feedback about our current programs, classes, and operations.
  • Handle all member/guest concerns, questions, and comments with a focus on retention and maintaining a high level of customer satisfaction.
  • Take prospective members on facility tours.
  • Responsible for membership sales functions, including but not limited to: membership pricing, new membership sign-ups, account questions, billing and refund issues, as well as cancellation or freeze inquiries.

Other

  • Attend and participate in regular Service Game training sessions as directed by the supervisor.
  • Maintain a neat and professional personal appearance, wearing the MVP Sports Clubs uniform and name badge.
  • Assist with general building operational tasks as needed.

Requirements

  • Bachelor's degree in a related field is strongly preferred.
  • A minimum of 2 years of experience in a high-volume customer service industry, with customer service skills to handle challenging situations.
  • First Aid/CPR Training. In the event a team member is hired without CPR or First certifications, they will be required to attend MVP Sports Clubs' in-house training to obtain this.
  • Strong communication, leadership, and organizational skills.
  • Ability to work club opening and closing shifts, weekends, and holidays when needed.
  • Ability to handle multiple tasks and functions while maintaining a low personal stress level.
  • Physical Requirements: Bend, stoop, crouch, climb, stand, sit, and turn/pivot; Lift/lower, push, pull, and carry up to 40 lbs; perform office tasks using simple hand grasping, fine hand manipulation, and reach associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating, and use of the telephone; See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.

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