Member Services Supervisor

Role and Responsibilities

The Member Services Supervisor is a cross-functional role that creates efficiencies in Service Desk and Member Services operations. This person is responsible for supervising the Service Desk Team to support in delivering exceptional customer experience. The Member Services Supervisor also responds to members’ comments and suggestions, acts as the club's first line of communication with members, and creates a friendly and welcoming environment. They contribute to member retention, as well as new membership sales. This person has the responsibility of being responsive to member needs, assisting with membership billing and account questions, and the collection of outstanding membership fees.

This role contributes to understanding all member enrollment procedures, knowledge of all club program offerings, club safety standards, and upholding Active Operational Standards of Excellence. Specific Responsibilities include:

• Setting the Service Desk schedule and being responsible for maintaining staff coverage.
• Recruiting and hiring Service Desk staff.
• Aid in managing club Operational Standards of Excellence - OSE and completing 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, cancelation 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.

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 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, management experience 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.