Member Experience & Retention Specialist

Life Time Inc.; Westfield (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Life Time Inc. is seeking a Membership Concierge III to deliver the highest quality customer service, assist with the buying experience, and directly contribute to club acquisition and retention goals.

This role leads on The Concierge Team, modeling service excellence and building value-based relationships. Responsibilities include guiding members through check-in, educating on programming and events, handling account maintenance, and driving solutions that align with members' healthy lifestyle

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 to appropriately educate all members and guests of club programming, events, pricing, and policies
• Proactively builds relationships with members and guests, regularly creating over the top service experiences
• Assists members with account maintenance, processing member needs, changes and transactions including program, service, and product payments
• Functions as a player on the Certified Retention Team, assisting members requesting to cancel their membership by communicating options and facilitating the option that best suits the member
• Engage in service recovery for member questions and concerns, utilizing appropriate tools and resources to find solutions to ensure customer satisfaction
• Customizes the buying experience for prospective members by encouraging involvement with amenities and programs aligned to customers interests and needs
• Communicates with members and prospective members via email or phone in a manner aligned with our brand
• Completes administrative duties, club paperwork and cash drawer reconciliation

Skills

Customer service

Sales

Education

High School diploma or equivalent

Membership Sales Certification

Retention Specialist Certification

Job description

Life Time Inc. is seeking a Membership Concierge III to deliver the highest quality customer service, assist with the buying experience, and directly contribute to club acquisition and retention goals.

This role leads on The Concierge Team, modeling service excellence and building value-based relationships. Responsibilities include guiding members through check-in, educating on programming and events, handling account maintenance, and driving solutions that align with members' healthy lifestyle