Customer Service Representative

Job Title: Customer Service Representative

Reports to: Club Manager

Status: Full Time/Part Time/Non-Supervisor/Non-Exempt

Job Summary

Responsible for new member sales and creating a positive member experience by providing a superior level of customer service to members, prospective members, and guests.

Essential Duties and Responsibilities

1. Greet/meet potential members, providing a great customer experience.
2. Handle front desk related tasks:
1. Answering phone calls in a polite and friendly manner to assist with questions or concerns.
2. Taking info calls and tours.
3. Assist in member check-ins, sign-ups, cancellations, BCM amenity usage, and updating member account information.
3. Facilitate member services issues and questions and forward to Club Manager/Manager in Training/Team Lead as needed.
4. Help maintain the neatness/cleanliness of the club.

Essential Behavior Requirements

1. Customer Service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
2. Listening: actively listens to customers, empathizes (sees the situation from the customer’s perspective) and works together to solve the problem.
3. Problem Solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.
4. Diplomacy: demonstrates tact and skill in all interactions while using appropriate behavior and language.
5. Communication: Ability to communicate questions, concerns or issues to a supervisor in a timely manner.

Minimum Qualifications

1. Honesty and good work ethic.
2. Strong customer service skills.
3. Basic computer proficiency.

Physical Demands

1. Standing and walking at least 75% of the shift.
2. Talking in person or on the phone at least 75% of the shift.
3. Must be able to lift to 50 lbs. less than 30% of the time.

Benefits

• Bonus based on performance.
• Flexible schedule.
• Opportunity for advancement.
• Dollars for Scholars Program.
• Employee Appreciation Program.
• Free Membership for self and one family member or friend.
• Team Member Support Team.
• Health, Dental and Vision Insurance.
• Critical Illness Insurance.
• Short Term Disability Insurance.
• Accident Insurance.
• Voluntary Life Insurance.
• Pet Insurance.
• HSA.

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