Membership Desk Associate

Woodrow Fitness LLC; Lebanon (NH); On-site; USD 32,000 - 42,000; Full time

Job summary

Woodrow Fitness LLC in Lebanon, NH seeks a Membership Associate to be the primary contact for members, guests, and employees. You will greet members, manage check-ins, and assist with renewals while selling products and services and handling cash/credit transactions.

You will collaborate with the Sales Team and Membership Office, maintain front desk operations, and help ensure a superior club experience. Prior customer service experience and comfort with a fast-paced health-club environment are

Qualifications

• Must have experience in customer service.
• Experience in a health club or hospitality industry is preferred.
• Comfortable in a customer-facing role interacting with members, guests, and employees.
• Understand all RVC information to answer questions of members or guests.
• Knowledge of front desk services, policies, processes, and procedures.

Responsibilities

• Greets and checks in all members and guests.
• Ensure members’ accounts are active and assist with renewals.
• Sell products and services; handle cash and credit transactions.
• Stock retail items in the cooler.
• Liaise between members and the Membership office.
• Handle complaints and escalate when needed to the Membership Manager.
• Answer and direct all incoming phone calls.
• Perform opening and closing procedures for the Club.
• Keep the front desk clean, neat, and orderly.
• Attend departmental meetings.
• Assist the Sales Team with prospective members.

Skills

Telephone etiquette

Customer service

Computer literacy

Tools

Outlook

Word

Excel

Google

RVC website

Mobile app

Job description

Description

Position Title: Membership Associate

FLSA: Non-Exempt

Reports to: Membership Service Manager

Position Overview:

The Membership Associate is the primary customer service contact for all members, guests, or employees. As such, you are considered the “Director of First Impressions” and are responsible for setting our member’s and guests’ experiences at the Club. This position is also responsible for selling products and services.

Key Accountabilities:

• Greets and checks in all members and guests.
• Ensure members’ accounts are active and assist with membership renewals and keeping accounts up to date.
• Sells products and services, responsible for cash and credit transactions.
• Responsible for stocking retail food items in the cooler.
• Liaison between members and the Membership office including prospects and current members.
• Professionally and appropriately handle client complaints/concerns and, when indicated, bring concerns to the Membership Manager.
• Answers and directs all incoming phone calls.
• Performs opening and closing procedures for the Club when assigned those shifts.
• Responsible for keeping the front desk clean, neat, and orderly.
• Attend departmental meetings.
• Assist the Sales Team with prospective members.

Always maintains professionalism including when not on shift and during use of Club facilities.

Additionally: This position may be asked to assist in other areas of RVC. Cooperation is assumed. All staff members work as a team to provide superior service on which RVC bases its reputation.

Requirements

Personal Qualities and Expectations (including special demands):

• Must have experience in customer service.
• Experience in a health club or the hospitality industry is preferred.
• Comfortable in the customer-facing role; interacting with members, guests, and employees.
• Understand all RVC information to answer the questions of members or guests.
• Knowledge of the services, policies, processes, and procedures at the front desk.
• Maintain and display a healthy and active lifestyle.
• While on duty, refrain from eating, sitting, reading, Internet surfing, cell phone usage, or any other activities that are not work-related.
• While off duty, always behave as an ambassador for the Club.

Recommended Skills:

• Above-average telephone etiquette
• Computer skills including Outlook, Word, Excel, Google, RVC website, and mobile app.
• Be approachable and personable.
• Genuine interest in assisting with all requests and needs of members, guests, and employees.
• Must have prior customer service experience in a fast-paced environment.
• Must be highly motivated and energetic.
• Excellent oral, written, and interpersonal communication skills
• Organizational skills
• Strong attention to detail
• Must be able to work independently and in a team environment.

Physical Demands and Work Environment:

• Must be able to stand for long periods of time.
• Must be able to look at a computer screen.
• Must be able to manipulate arms, fingers, and hands.
• Noise level may vary.