Membership Concierge III

lifetime; Novi (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Life Time is hiring a Membership Concierge III in Novi, MI. This role delivers top-quality customer service to members and guests, helps with the buying experience, and supports club acquisition and retention goals.

It requires leadership within the Concierge Team and a commitment to a value-based, healthy lifestyle. You will educate members on programs, events, and pricing, while building strong relationships and handling account maintenance and payments.

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 top-tier service experiences.
• Assist members with account maintenance, changes, and transactions including program, service, and product payments.
• Support retention efforts by presenting options and guiding members to the best choice.
• Engage in service recovery to resolve member questions and concerns.
• Tailor the buying experience for prospective members and promote amenities aligned to their interests.
• Communicate with members via email or phone in line with brand guidelines.
• Complete administrative duties, club paperwork, and cash drawer reconciliation.

Skills

Customer service

Sales

Relationship building

Job description

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.