Membership Concierge Lead: Guest Experience & Retention

Life Time, Inc.; Vestavia Hills (AL); Sur place; USD 32 000 - 42 000; Plein temps

Résumé du poste

Life Time, Inc. seeks a Membership Concierge III to deliver premier service to members and guests, actively promoting Life Time offerings and assisting with the buying experience.

This role contributes to club acquisition and retention goals and acts as a leader on the Concierge Team to model exceptional service behaviors and loyalty. You will build value-based relationships, educate members on programs and pricing, handle account maintenance and payments, and help resolve issues to ensure a

Qualifications

• 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.

Responsabilités

• 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

Connaissances

Customer service

Sales

Relationship building

Communication

Formation

High School Diploma or equivalent

Description du poste

Life Time, Inc. seeks a Membership Concierge III to deliver premier service to members and guests, actively promoting Life Time offerings and assisting with the buying experience.

This role contributes to club acquisition and retention goals and acts as a leader on the Concierge Team to model exceptional service behaviors and loyalty. You will build value-based relationships, educate members on programs and pricing, handle account maintenance and payments, and help resolve issues to ensure a