Member Services Manager

ACAC - ATLANTIC COAST ATHLETIC CLUBS; Richmond (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

ACAC - Atlantic Coast Athletic Clubs is seeking a Manager to oversee the daily operations of the Member Services department. You will be responsible for hiring, training, and supervising staff, ordering supplies, resolving customer complaints, and ensuring a high level of customer service.

You will create a team culture focused on goals and service excellence, develop staffing plans, monitor performance, and collaborate with other managers to sustain club success within budget guidelines.

Qualifications

• College Degree preferred, High School diploma required
• Prior experience in a customer service position
• Prior experience with leading and supervising teams preferred
• Must be exceptionally customer service oriented
• Ability to communicate effectively verbally and in writing
• Proficient computer skills

Responsibilities

• Create and foster a team culture which is centered on achieving goals with high level of customer service
• Responsible for ensuring the hiring and training of team members
• Develop an adequate staffing plan and team schedule
• Monitor team member productivity, provide constructive feedback and coaching
• Maintain the logo shop inventory
• Collaborate with department managers to troubleshoot club related issues and ensure an overall high level of success for the club
• Operate within budget guidelines for the purchasing supplies, operational costs, pricing outside vendors and contractors

Skills

Customer service

Staff supervision

Communication

Budget awareness

Team leadership

Computer skills

Education

High School diploma

College degree preferred

Job description

Job Type

Full-time

Description

At acac , we believe in living your best and that means working your best too! In this exciting role, you will oversee the daily operations of our Member Services department.

Why join acac ?

It's about our core values; People First, Community, Consistent Excellence, Continuous Improvement and most importantly Have Fun!

FLSA Classification : Nonexempt

Reports to : General Manager

Job Description

Summary/objective

Oversee the day-to-day running of the Member Services department. Responsible for hiring, training, and supervising staff, ordering supplies, resolving customer complaints, and ensuring a high level of customer service.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Create and foster a team culture which is centered on achieving goals with high level of customer service
• Responsible for ensuring the hiring and training of team members
• Develop an adequate staffing plan and team schedule
• Monitor team member productivity, provide constructive feedback and coaching
• Maintain the logo shop inventory
• Conduct periodic and annual team performance evaluations
• Keep team and members informed of events and activities and encourage participation
• Support and handle member issues; make decisions in consideration of the club’s policies and procedures
• Create and support special events to promote department and club
• Maintain regularly scheduled hours on department schedule
• Collaborate with department managers to troubleshoot club related issues and ensure an overall high level of success for the club
• Operate within budget guidelines for the purchasing supplies, operational costs, pricing outside vendors and contractors
• Collaborate with Member Service Directors at other acac sites to share best practices and implement universal protocols and policies

Requirements

Physical demands

• Must be able to stand, walk, sit, lift, stretch, reach and bend throughout a shift
• Ability to work varied shifts including days, evenings, weekends, and holidays

Required competencies, education, and experience

• College Degree preferred, High School diploma required
• Prior experience in a customer service position required
• Prior experience with leading and supervising teams preferred
• Must be exceptionally customer service oriented
• Ability to communicate effectively verbally and in writing
• Proficient computer skills

Company Expectations

• Read, sign, and abide by the policies included in the Team Member Handbook
• Park in team member designated areas
• Club cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep club neat and clean
• Attend mandatory Personal Training meetings
• Assist with Service Days, as assigned by Supervisor
• Assist with club programs, special events, or activities, as assigned by Supervisor
• Promptly respond to work-related correspondence
• Exhibit a positive attitude at all times
• Deliver outstanding service to members and guests, following acac’s Five*Star principles

Affirmative Action/EEO statement

acac is an equal opportunity employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.