Membership Concierge

Life Time Inc.; Town of Eagle (WI); On-site; USD 25,000 - 30,000; Part time

Job summary

Life Time Inc. seeks a Membership Concierge III-PT to deliver the highest quality service to members and guests.

You will actively promote Life Time, assist with the buying experience and contribute to club acquisition and retention goals, while modeling behaviors that foster a service culture. You will check in members, answer calls, educate about programs and pricing, build relationships, and guide prospects toward memberships and Personal Training.

Qualifications

• Strong customer service and sales experience.
• Excellent verbal and written communication.
• Ability to multitask in a fast-paced environment.
• Willingness to learn and obtain certifications within 60 days of hire.
• Stand for 4 hours and maintain a friendly, professional demeanor.

Responsibilities

• Facilitate the check-in process for members and guests.
• Monitor and route incoming phone calls.
• Educate members about programs, events, pricing and policies.
• Proactively build relationships to foster loyalty and retention.
• Assist with account maintenance and processing of payments and changes.
• Support retention efforts by offering solutions to members seeking to cancel.
• Engage in service recovery to resolve questions and concerns.
• Encourage enrollment in amenities and Personal Training services.
• Connect new members to Personal Training and promote related sales outcomes.
• Communicate with members in a brand-consistent manner.

Skills

Customer service

Sales

Communication

Multi-tasking

Service recovery

Education

HS graduate or equivalent

Bachelor’s degree in hospitality or related field

Job description

Position Summary

The Membership Concierge III-PT 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/Responsibilities

• Facilitate the check-in process for members and guests entering the club to ensure a welcoming and efficient start to their visit.
• Monitor, handle, and delegate incoming phone calls from members and guests to provide prompt and effective responses.
• Maintain updated knowledge to appropriately educate all members and guests about club programming, events, pricing, and policies, enhancing their overall experience.
• Proactively build relationships with members and guests, creating over-the-top service experiences that foster loyalty and increase retention.
• Assist members with account maintenance, processing needs, changes, and transactions including program, service, and product payments, ensuring smooth and accurate processing.
• Function as a player on the Certified Retention Team by assisting members requesting to cancel their membership, communicating options, and facilitating the best solution to help retain them.
• Engage in service recovery for member questions and concerns, utilizing appropriate tools and resources to find solutions and ensure satisfaction.
• Customize the buying experience for prospective members by encouraging involvement with amenities and programs aligned to their interests and needs, enhancing the likelihood of membership sign-ups.
• Connect new members to Personal Training services by highlighting the benefits and facilitating their enrollment, supporting their fitness goals and driving Personal Training sales.
• Earn commissions based on Personal Training sales generated through your connections, providing an opportunity for additional earnings and supporting the growth of Personal Training services.
• Communicate with members and prospective members via email or phone in a manner aligned with our brand to maintain consistency in messaging and reinforce the brand’s values.

Minimum Required Qualifications

Candidates for this position must be skilled at multi-tasking, delivering high quality customer service, service recovery, presenting solutions to prospects and customers, verbal and written communication. They must also be comfortable in a fast-paced environment, able to stand for 4 hours at a time and demonstrate a friendly and outgoing demeanor.

Education:

• HS graduate or equivalent

Years of Experience:

• Minimum of 1-year customer service experience
• Minimum of 1-year sales experience

Licenses / Certifications / Registrations:

• Completion of Membership Sales Certification within 60 days of hire
• Completion of Retention Specialist Certification within 60 days of hire

Preferred Qualifications:

• Fitness industry knowledge
• Bachelor’s degree in hospitality or related field

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.