Member Services Supervisor

Role and Responsibilities

• Create efficiencies in Service Desk and Member Services operations.
• Supervise the Service Desk Team to support exceptional customer experience.
• Respond to members’ comments and suggestions, acting as the club’s first line of communication.
• Create a friendly and welcoming environment for members.
• Contribute to member retention and new membership sales.
• Understand all member enrollment procedures, club program offerings, and safety standards.
• Be responsive to member needs, assist with membership billing and account questions, and collect outstanding membership fees.

Specific Responsibilities

• Set the Service Desk schedule and maintain staff coverage.
• Recruit and hire Service Desk staff.
• Manage club Operational Standards of Excellence (OSE) and complete OSE audits.
• Recruit, train, and develop the Service Desk Team.
• Train Service Desk staff on Active Wellness policies and procedures.
• Be knowledgeable and educate members about all programs and activities offered by the club.
• Answer member questions and be responsive to member needs.
• Aid in the processing of membership paperwork, cancellation forms, and collection of outstanding member fees.
• Work a minimum of 10 hours per week at the desk.
• Administer emergency care to members and guests in need of assistance.
• Work as a TEAM with all other departments.

Other Functions

• Be knowledgeable about all programs and activities offered by Active and its partners.
• Promote club services and activities.
• Log any maintenance needs or safety concerns and work with club managers.
• Conduct new employee and quarterly staff safety trainings.
• Support and assist managing team members; assist with interviewing, hiring, training, and coaching all staff.
• Work with fitness and housekeeping teams to ensure fitness floor cleanliness.
• Administer emergency care to members and guests in need of assistance.
• Perform routine maintenance of equipment.
• Aid in keeping the club well stocked and clean.
• Attend Active Wellness site meetings and trainings.
• Handle injury and illness and security incident reporting.
• Work as a TEAM with all other departments.

Qualifications

• Previous health club personal training experience is a plus.
• Proficiency with both Google and Microsoft Office Suites.
• Experience with Member Management Systems is a plus.
• Business, sales, and customer service skills are a must.
• Team-oriented yet comfortable taking the lead on projects with a focus on collaboration.
• Strong written and verbal communication skills.
• High School Diploma.
• One year in customer service or management experience is a plus.
• Must be detail-oriented, organized, and highly responsive with a commitment to customer service.
• Strong verbal communication skills.
• Basic computer skills, customer service skills, results-oriented, ability to multitask, and commitment to the fitness industry.
• AED/CPR/First Aid Certified.
• Proof of citizenship or legal status.

Physical and Working Conditions

• Ability to take the responsibility for the health and safety of others.
• Ability to stand for several hours in a same shift; ability to lift 25 lbs.
• Fitness club environment.
• Must follow OSHA and Active Wellness safety standards.

Benefits

• Health, Dental, and Vision Insurance (Full Time).
• Health Flexible Spending Account (Full Time).
• Paid Time Off (Full Time).
• Parking & Transit Flexible Spending Accounts.
• 401(k) (Eligible after 1 year of service + 1000 work hours).
• Legal Support Plan.
• Employee Assistance Program & Mental Health Support Service.
• Complimentary Club Membership and Discounts on Active Products (where applicable).