Member Services Specialist

Responsible for overall member retention by delivering the highest quality customer service by listening and responding to all members. Assists members with account maintenance and articulates an extensive knowledge of Life Time Fitness products and services. Anticipates member needs and interests and recommends programs, products and services appropriately. The Member Services Specialist helps maximize member retention by connecting each member to the right people, place and program.

Major Duties & Responsibilities

* Ensuring Exceptional Member Service

* Greets and services members at the Activity Center in a friendly and professional manner

* Responds attentively and promptly to member needs

* Initiates, develops and maintains positive relationships with all members and guests

* Answers and transfers phone calls in a timely and professional manner

* Anticipates member needs and interests and recommend programs, products and services appropriately.

* Enters sales transactions at POS for members, including program, service and product payments

* Schedules members accurately for programs and services accordingly

* Responds appropriately to questions and messages regarding member accounts

* Processes member paperwork, including address changes, member cancellations, new members, electronic funds transfers, and payments

* Provide services that are above and beyond for customer satisfaction and retention

Member Retention

* Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-club conversations, building relationships and engaging members within their areas of interest. All service conversations and appointments should be appropriately tracked in Sales Force.

* Articulate extensive knowledge of Life Time Fitness programs, products, services, current club events, policies and procedures.

* Attend daily huddle and assist with the creation of the daily huddle prep sheet to increase the club Member Engagement Ratings.

* Is a key player on the Department of Defense (DOD) team.

Managing the Member Experience

* Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations.

* Serve as an expert in the Life Time Fitness Website and LT BUCK$.

Sales & Promotional

* Stays abreast of current club events and helps maintain the club calendar

* Articulates extensive knowledge of Life Time Fitness programs, products, services, policies and procedures to prospective and current members

* Promotes actively all Life Time Fitness programs, products, and services

Other

* Attends department and "all club" meetings

* Acts as Member Services Team Member when necessary, working all Front Desk zones

Customer Service:

* Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.

Safety:

Safety responsibilities

* Complies with all company safety rules

* Uses all required safety devices and personal protection equipment

* Reports accidents and injuries to supervisor as soon as possible

* Participates in safety training and safety inspections

* Suggests methods of preventing hazards to safety committee

Education:

* High school diploma or GED

Experience:

* Six-months experience in a customer service related position

Licenses / Certifications / Registration:

* CPR/AED certification required within the first thirty days after hire