Member Services Associate

Category:
LIFT

City:
Jackson
State:
Tennessee
Shift:
8 - Day (United States of America)

Job Description Summary:
The member services associate is responsible for insuring that all users and guest of the facility receive the highest level of customer service using AIDET principles. The member services associate is responsible for setting a welcoming, positive tone for every visit or contact that the member or guest has with the facility. He/she is responsible for making sure that only authorized users and guests are allowed access to the facility. The member services associate is also responsible for point of sale transactions, scheduling member and guest appointments as well as providing accurate information regarding center programs and services for all member and guests of the facility. Employee is subject to call back and overtime as required by the hospital.

ESSENTIAL JOB FUNCTIONS:

• Greet each user by name when the user is entering and leave the facility
• Check- in all users and guests when they arrive, including recording their attendance via the facility approved system.
• Answer the phones promptly and with an approved and personable cheerful greeting and handle each call so that the caller's needs are addressed.
• Perform basic operational duties such as scheduling and rescheduling appointments for personal training, massage, member orientations, assessments, reassessments, lockers, etc.
• Answer general questions from users and guests.
• Assisting members/ guests with locker rental, usage, and issues.
• Fold towels, stock towels, transport dirty laundry to other areas of the building as needed
• Assist with any and all retention efforts as directed.
• Appropriately process all point of sale transactions and member payments, according to the facility policy and procedures.
• Oversee/ maintain the cleanliness of the reception and lobby areas of the facility
• Perform facility tours as needed.
• Willing to step in and assist with any other facility service responsibilities as needed to ensure that the facility delivers upon its MFA and WTH commitment to excellence.
• Responsible for closing and/ or opening procedures of the wellness center.
• Assist with coverage in childcare area as needed.
• Under the direction of the supervisor, performs membership retention and termination recovery duties including making calls to terminating members and inactive members.
• Assists in the implementation of special activities and sales events.
• Assists with ordering wellness center supplies as needed.
• Must maintain thorough knowledge of all of the wellness center's programs and activities to assist in planning and manning member events and public events.
• Various administrative and clerical duties as requested/ required by supervisors.
• Must be completely familiar with all programs of the Wellness Center and be able to effectively communicate this information to members, guests and prospective members.
• Must be proficient in the use of the wellness center's club management software, proficient and accurate in the completion and processing of all memberships and retention forms and recordkeeping for retention and tracking purposes of the wellness center.
• Proficient in scheduling for all aspects of the wellness center including but not limited to lockers, massage, personal training, rock wall, classrooms, demonstration kitchen, pool parties, special events as directed.
• Performs related responsibilities as required or directed.

JOB SPECIFICATIONS:

EDUCATION:

• High school diploma or equivalent
• Read, write, speak and understand the English language

LICENSURE, REGISTRATION, CERTIFICATION:

• AED/CPR certification required during orientation period

EXPERIENCE:

• One year customer service experience preferred

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to effectively communicate written and orally with individuals of all ages and backgrounds
• Innate ability to motivate others
• Proficient in computerized software (Microsoft Office, Excel, Powerpoint), fax, copiers, business letter writing, producing reports, charts, graphs

INTERPERSONAL REQUIREMENTS:

• Excellent interpersonal and customer service skills
• As this is a customer service oriented facility, must be able to put the customer first with a kind, courteous demeanor
• Must be able to multi-task, prioritize and allow for frequent interruptions while remaining focused, friendly and accommodating to all requests by members, guests, staff, supervisor and front desk staff
• Must be able to control a personal demonstration of stress or emotional affect at all times.
• Contributes to a positive work environment and the overall team effort of the department.

NONDISCRIMINATION NOTICE STATEMENT

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

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