Membership Desk Associate

About the Role

The Membership Associate serves as the primary customer service contact for all members, guests, or employees, acting as the “Director of First Impressions” to shape their experience at the Club. This role also involves selling products and services.

Responsibilities

• Greet and check in all members and guests.
• Ensure members’ accounts are active and assist with membership renewals and updates.
• Sell products and services, handling cash and credit transactions.
• Stock retail food items in the cooler.
• Act as a liaison between members and the Membership office, including prospects and current members.
• Professionally handle client complaints or concerns, escalating to the Membership Manager when necessary.
• Answer and direct all incoming phone calls.
• Perform opening and closing procedures for the Club when assigned those shifts.
• Maintain a clean, neat, and orderly front desk.
• Attend departmental meetings.
• Assist the Sales Team with prospective members.
• Maintain professionalism at all times, including when not on shift and during use of Club facilities.
• May be asked to assist in other areas of the Club as part of a team.

Requirements

• Experience in customer service; health club or hospitality industry preferred.
• Comfortable in a customer-facing role, interacting with members, guests, and employees.
• Knowledge of Club services, policies, processes, and procedures to answer member or guest questions.
• Maintain and display a healthy and active lifestyle.
• Refrain from non-work-related activities while on duty (e.g., eating, sitting, reading, internet surfing, cell phone usage).
• Behave as an ambassador for the Club while off duty.

Skills

• Above-average telephone etiquette.
• Computer skills: Outlook, Word, Excel, Google, RVC website, and mobile app.
• Approachable, personable, and genuinely interested in assisting members, guests, and employees.
• Prior customer service experience in a fast-paced environment.
• Highly motivated and energetic.
• Excellent oral, written, and interpersonal communication skills.
• Strong organizational skills and attention to detail.
• Able to work independently and in a team environment.

Physical Demands and Work Environment

• Must be able to stand for long periods of time.
• Must be able to look at a computer screen.
• Must be able to manipulate arms, fingers, and hands.
• Noise level may vary.