Member Experience Concierge & Retention Lead

Life Time, Inc.; Dayton (OH); On-site; USD 28,000 - 42,000; Full time

Job summary

Life Time, Inc. is seeking a Membership Concierge III to deliver top-tier service to members and guests, assist with the buying experience, and contribute to club acquisition and retention goals.

This role leads the Concierge Team, models exceptional service, and builds value-based relationships that strengthen brand loyalty and support members in achieving their healthy lifestyle goals.

Qualifications

• 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.

Responsibilities

• Facilitate check-in process for members and guests entering club.
• Monitors, handles, and delegates incoming phone calls from members and guests.
• Maintains updated knowledge of club programming, events, pricing, and policies.
• Proactively builds relationships with members and guests, delivering exceptional service.
• Assists members with account maintenance, changes, and transactions including program, service, and product payments.
• Engages in service recovery and offers solutions to ensure customer satisfaction.
• Customizes the buying experience by highlighting amenities and programs aligned to interests.
• Communicates with members via email or phone in a brand-consistent manner.
• Completes club paperwork and cash drawer reconciliation.

Skills

Customer service

Sales

Relationship building

Communication skills

Education

High School diploma or equivalent

Bachelor's degree in Hospitality or related field (preferred)

Job description

Life Time, Inc. is seeking a Membership Concierge III to deliver top-tier service to members and guests, assist with the buying experience, and contribute to club acquisition and retention goals.

This role leads the Concierge Team, models exceptional service, and builds value-based relationships that strengthen brand loyalty and support members in achieving their healthy lifestyle goals.