Senior Membership Concierge — Customer Experience Lead

lifetime; Arizona; On-site; USD 40,000 - 50,000; Full time

Job summary

Life Time is seeking a Membership Concierge III to deliver top-tier customer service to members and guests, actively promoting Life Time and guiding the buying experience to help achieve club acquisition and retention goals. This role serves as a leader on The Concierge Team, sharing expertise and modeling service-driven behaviors that drive a culture of service.

Enjoy a fun and healthy work environment while building value-based relationships which increases brand loyalty and supports members

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 to educate members and guests on programming, events, pricing, and policies.
• Proactively builds relationships with members and guests, delivering over-the-top service experiences.
• Assists members with account maintenance and transactions including program, service, and product payments.
• Supports retention by presenting options to members seeking to cancel and guiding to the best fit.
• Engage in service recovery to resolve questions and concerns and ensure satisfaction.
• Personalizes buying experience by aligning amenities and programs with customer interests.
• Communicates with members and prospective members via email or phone in line with brand.
• Completes administrative duties and cash drawer reconciliation.

Skills

Customer service

Sales

Education

High School diploma or equivalent

Bachelor's degree in Hospitality or related field (preferred)

Job description

Life Time is seeking a Membership Concierge III to deliver top-tier customer service to members and guests, actively promoting Life Time and guiding the buying experience to help achieve club acquisition and retention goals. This role serves as a leader on The Concierge Team, sharing expertise and modeling service-driven behaviors that drive a culture of service.

Enjoy a fun and healthy work environment while building value-based relationships which increases brand loyalty and supports members