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Member Experience Specialist - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Armonk, NY Armonk, New York |
About this job
Responsible for overall member retention, position directs and ensures that our team members get to know every member by listening and responding to them. Proactively exceed the needs of members, accurately answer questions and actively promote all events and programs with friendly and inviting engagement. Shares communication between leadership and team members, anticipating ways to enhance the member experience. The Member Experience Specialist helps maximize member retention by connecting each member to the right performer, place and program.
Major Duties & Responsibilities
Ensuring Exceptional Member Experience
* Responsible for Member Engagement of all new and current members.
* Help develop a monthly retention plan with the Member Services Manager to minimize attrition. The plan will outline tactics to reach the access attrition goal and hold team members accountable to tasks.
* Participate actively in taking membership change requests and saving memberships or converting members to our On-Hold membership at a high rate.
* Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, and email communication.
* Handle members efficiently at all member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.
* Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club.
* Provide services that are above and beyond customer satisfaction for retention
* Improves service by communicating and assisting individuals to understand member's needs, providing guidance, feedback, and individual coaching when needed
* Responds to and handles member's problems and complaints
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 Dynamics.
* Articulate extensive knowledge of Life Time 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 and Connected Rate.
* Create a Daily Business Review & Plan to track progress and plan for success.
5. Builds strong rapport with department owners through pro-active and on-going communication; keeps owners informed of brand initiatives and member experience; provides owners with an in-depth analysis of retention performance. Manages an effective balance between member interest and department owner's business and develops solutions that create value for both; develops and effectively promotes ideas for improving Club service and profitability to ownership.
Brand Champion
* Ability to demonstrate passion and commitment for the Life Time service philosophy and verifies that the intent of the brand is pulled through in member experience; communicates a clear and consistent message regarding club goals to team members, leadership team, and revenue owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all team members in the club; champions change; inspires and motivates team to achieve operational excellence
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 Website and LT BUCK$
* Answer and transfer phone calls in a timely and professional manner
* Enter sales transactions at POS for members, including program, service and product payments
* Accurately schedule members for programs and services
* Appropriately respond to questions and messages regarding a member accounts
* Process member paperwork, including address changes, new members, electronic funds transfers, refunds and payments
Responsibilities of All Positions
* Support and articulate the Life Time mission statement
* Adhere to company policies and procedures
* Ensure cleanliness of the club using all 6 senses:
* Sight to ensure club is neat and orderly
* Sound to ensure music/sound levels are appropriate
* Touch to ensure floors, countertops, etc are clean and dry
* Taste to ensure food & beverages in the caf are up-to-standards
* Smell to ensure the club is fresh and odor free
* Energy
Safety:
Safety responsibilities
* Comply with all company safety rules
* Use all required safety devices and personal protection equipment
* Report accidents and injuries to supervisor as soon as possible
* Participate in safety training and safety inspections
* Suggest methods of preventing hazards to safety committee
Education:
* High school diploma or GED
* College degree in business or related field preferred
Experience:
* 3-5 years experience in a customer service related position
* 3-5 years experience in a sales or retail related position
Licenses / Certifications / Registration:
* CPR/AED certification required within the first thirty days after hire
Knowledge, Skills, Abilities and Other Characteristics
* Extensive knowledge of all club activities and promotions
* Firmly but tactfully enforce Life Time Fitness Policies and Procedures
* Excellent customer service and promotional/sales skills
* Excellent communication, listening, and interpersonal skills
* Ability to build relationships with members
* Ability to resolve conflicts in a professional, tactful manner
* Ability to multi-task and learn quickly
* Ability to operate a personal computer
* Knowledge of standard office procedures and computer software
Technical Skills:
To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; ability to climb ladders. The employee is occasionally required to sit.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in an athletic club environment. The noise level is usually moderate.
Major Duties & Responsibilities
Ensuring Exceptional Member Experience
* Responsible for Member Engagement of all new and current members.
* Help develop a monthly retention plan with the Member Services Manager to minimize attrition. The plan will outline tactics to reach the access attrition goal and hold team members accountable to tasks.
* Participate actively in taking membership change requests and saving memberships or converting members to our On-Hold membership at a high rate.
* Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, and email communication.
* Handle members efficiently at all member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.
* Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club.
* Provide services that are above and beyond customer satisfaction for retention
* Improves service by communicating and assisting individuals to understand member's needs, providing guidance, feedback, and individual coaching when needed
* Responds to and handles member's problems and complaints
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 Dynamics.
* Articulate extensive knowledge of Life Time 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 and Connected Rate.
* Create a Daily Business Review & Plan to track progress and plan for success.
5. Builds strong rapport with department owners through pro-active and on-going communication; keeps owners informed of brand initiatives and member experience; provides owners with an in-depth analysis of retention performance. Manages an effective balance between member interest and department owner's business and develops solutions that create value for both; develops and effectively promotes ideas for improving Club service and profitability to ownership.
Brand Champion
* Ability to demonstrate passion and commitment for the Life Time service philosophy and verifies that the intent of the brand is pulled through in member experience; communicates a clear and consistent message regarding club goals to team members, leadership team, and revenue owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all team members in the club; champions change; inspires and motivates team to achieve operational excellence
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 Website and LT BUCK$
* Answer and transfer phone calls in a timely and professional manner
* Enter sales transactions at POS for members, including program, service and product payments
* Accurately schedule members for programs and services
* Appropriately respond to questions and messages regarding a member accounts
* Process member paperwork, including address changes, new members, electronic funds transfers, refunds and payments
Responsibilities of All Positions
* Support and articulate the Life Time mission statement
* Adhere to company policies and procedures
* Ensure cleanliness of the club using all 6 senses:
* Sight to ensure club is neat and orderly
* Sound to ensure music/sound levels are appropriate
* Touch to ensure floors, countertops, etc are clean and dry
* Taste to ensure food & beverages in the caf are up-to-standards
* Smell to ensure the club is fresh and odor free
* Energy
Safety:
Safety responsibilities
* Comply with all company safety rules
* Use all required safety devices and personal protection equipment
* Report accidents and injuries to supervisor as soon as possible
* Participate in safety training and safety inspections
* Suggest methods of preventing hazards to safety committee
Education:
* High school diploma or GED
* College degree in business or related field preferred
Experience:
* 3-5 years experience in a customer service related position
* 3-5 years experience in a sales or retail related position
Licenses / Certifications / Registration:
* CPR/AED certification required within the first thirty days after hire
Knowledge, Skills, Abilities and Other Characteristics
* Extensive knowledge of all club activities and promotions
* Firmly but tactfully enforce Life Time Fitness Policies and Procedures
* Excellent customer service and promotional/sales skills
* Excellent communication, listening, and interpersonal skills
* Ability to build relationships with members
* Ability to resolve conflicts in a professional, tactful manner
* Ability to multi-task and learn quickly
* Ability to operate a personal computer
* Knowledge of standard office procedures and computer software
Technical Skills:
To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; ability to climb ladders. The employee is occasionally required to sit.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in an athletic club environment. The noise level is usually moderate.
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