Membership Concierge III

About the Role

The Membership Concierge III delivers the highest quality customer service to all members and guests. In this role, you will actively promote Life Time to prospective members, assist with the buying experience, and directly contribute to the achievement of club acquisition and retention goals. This position serves as a leader on The Concierge Team, sharing expertise and modeling behaviors which drive a culture of service. Enjoy a fun and healthy work environment while building value-based relationships that increase brand loyalty and support members in achieving their healthy way of life goals.

Responsibilities

• Facilitate check-in process for members and guests entering the club
• Monitor, handle, and delegate incoming phone calls from members and guests
• Maintain updated knowledge to appropriately educate all members and guests of club programming, events, pricing, and policies
• Proactively build relationships with members and guests, regularly creating over-the-top service experiences
• Assist members with account maintenance, processing member needs, changes, and transactions including program, service, and product payments
• Function as a player on the Certified Retention Team, assisting members requesting to cancel their membership by communicating options and facilitating the best solution for the member
• Engage in service recovery for member questions and concerns, utilizing appropriate tools and resources to ensure customer satisfaction
• Customize the buying experience for prospective members by encouraging involvement with amenities and programs aligned to customer interests and needs
• Communicate with members and prospective members via email or phone in a manner aligned with the brand
• Complete administrative duties, club paperwork, and cash drawer reconciliation

Requirements

• High School graduate or equivalent
• Minimum of 1-year customer service experience
• Minimum of 1-year sales experience
• Completion of Membership Sales Certification within 60 days of hire
• Completion of Retention Specialist Certification within 60 days of hire

Preferred Qualifications

• Bachelor’s Degree in Hospitality or related field
• Fitness industry knowledge

Pay

This is an hourly position with wages starting at $19.75 and paying up to $26.50, based on experience and qualifications.

Benefits

All team members receive the following benefits while working for Life Time:

• A fully subsidized membership
• Discounts on Life Time products and services
• 401(k) retirement savings plan with company discretionary match (21 years of age and older)
• Training and professional development
• Paid sick leave where required by law

Full-time team members are eligible for additional benefits, including:

• Medical, dental, vision, and prescription drug coverage
• Short-term and long-term disability insurance
• Life insurance
• Pre-tax flexible spending and dependent care plans
• Parental leave and adoption assistance
• Paid time off, including 5 to 20 vacation days per calendar year (based on tenure) and paid sick leave
• Deferred compensation plan, if the team member meets the required income threshold