Membership Concierge

Life Time, Inc.; Fishers (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

Life Time, Inc. is seeking a Membership Concierge III in Fishers, IN to deliver exceptional customer service and promote membership growth. You will assist with the buying experience, educate members about programs, and support retention goals.

You will lead on the Concierge Team, training peers and modeling service excellence while maintaining knowledge of current programming, policies, and pricing to build lasting member relationships.

Qualifications

• Minimum 1 year of customer service experience.
• Minimum 1 year of 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, creating top-notch service experiences.
• Assists members with account maintenance, changes, and transactions including program, service, and product payments.
• Supports members wishing to cancel their membership by presenting options and guiding to the best fit.
• Engage in service recovery to resolve member questions and concerns.
• Customize the buying experience by aligning offerings to member interests and needs.
• Communicate with members via email or phone in line with brand standards.
• Complete administrative duties and cash drawer reconciliation.

Skills

Customer service

Sales

Education

High School graduate

Job description

About this job

Position Summary

The Membership Concierge III delivers the highest quality customer service to all members and guests. In this role, you will actively promote Life Time to prospective members, assist with the buying experience and directly contribute to the achievement of club acquisition and retention goals. This position serves as a leader on The Concierge Team, sharing expertise and modeling behaviors which drive a culture of service. Enjoy a fun and healthy work environment while building value-based relationships which increases brand loyalty and supports members in achieving their healthy way of life goals.

Job Duties and 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

Position Requirements

• 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

Preferred Requirements

• Bachelors Degree in Hospitality or related field
• Fitness industry knowledge

Life Time is a place for everyone. As an organization, we are committed to an inclusive, diverse and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.