Lead Member Engagement Specialist

About the role

Under supervision of the Member Sales & Services Manager, provides leadership and support to front-line customer service staff; including check-in, club café, and customer service. Acts as a Club advocate for members, guests and support staff using proactive problem solving, multi-tasking and excellent customer service. Requires an outgoing, upbeat and compassionate personality.

Responsibilities

• Act as team lead for all front-line operations including check-in, café, customer service and member questions and concerns.
• Attentively and promptly respond to member service issues, including lost and found items, locker needs, new membership cards, guest passes, and questions regarding club app/website, billing and payments.
• Use specialized club software to enter and process membership information, including new memberships, membership cancellations, and membership add-ons, change of address, electronic fund transfers, and payments.
• Greet and assist guests and members in a friendly and professional manner, providing information on club programs, events, rules and policies.
• Serve as lead team member for customer issues that fall between front-line staff and club management, resolving those issues effectively, efficiently and empathically.
• Assist with front-line staff during busy times to ensure smooth member experience and workflow, including selling memberships and club programming to prospective members, providing tours of the facility during peak hours, performing point-of-sale transactions, checking in members, and working in the café.
• Assist with onboarding, training and ongoing guidance to front-line operational staff, ensuring staff adhere to the Club’s policies and procedures and assisting management with compliance and ongoing skills audits for frontline and café staff.
• Complete daily reporting checklist, verify and approve reconciled cash drawer after each shift and assist business office in maintaining and reconciling member accounts and assisting with daily cash reports when necessary.
• Cross-train to occasionally support concessions, inventory, onboarding and reporting as they relate to Club operations.
• Approve membership agreements, change requests and guest pass renewals.
• Participate in the overall safety, comfort and cleanliness of facility.
• Must be punctual and timely in meeting all job performance requirements, including attendance, tardiness standards and work deadlines.
• May be responsible for or provide assistance in opening and closing the facility as schedule demands.
• May assist as assigned with various special events and programs on select nights/weekends.
• Perform other related tasks as required.

Qualifications

• Knowledge of facility member services, programs and facility rules and regulations.
• Ability to lead the front-line customer service team on resolving member issues and concerns.
• Knowledge of basic sales techniques.
• Skill in using a personal computer and ability to learn specialized club software.
• Excellent interpersonal communication skills.
• Ability to initiate, develop and maintain positive relationships with all members and guests.
• Ability to articulate extensive knowledge of the Club’s programs, services, products, policies, rules and regulations.
• Ability to demonstrate positive attitude and professionalism to internal and external customers at all times.
• Ability to multi-task and learn quickly, and remain resilient in a fast-paced environment.
• Ability to enforce club rules and regulations firmly and tactfully for both members and staff.
• Ability to work as a team member.
• Ability to work hours that meet the general needs of the club operations.
• Physical ability to perform essential job duties.

Requirements

• High School graduate or equivalent, and two years customer service experience; or any combination of education, training, and experience providing the knowledge, skills, and abilities necessary to perform essential job functions.
• CPR/AED Certified or ability to obtain within 90 days of hire.

Working conditions

Work takes place in a busy front desk environment with extensive interaction with customers in person and on the phone. Must deal with peak workload periods and frequent interruptions.

Schedule

Work schedule is assigned Monday through Friday, 9:00 am to 6:00 pm with occasional Saturday/evening shifts required. Flexible work eligibility: No.