Member Service Representative

Leisure Sports Hospitality

Job Description

MEMBER SERVICE REPRESENTATIVE

MISSION

The main mission of the Member Service Representative (MSR) team is to manage existing membership accounts (individual and corporate) by answering and responding to all incoming member calls and emails. The MSR team's goal is to provide excellent Customer Service while focusing on member retention. Monthly membership retention goals can be achieved by reselling existing members who may want to cancel or by educating members on the different membership options available. The MSR team works very closely with the Membership Sales team in supporting its overall efforts in achieving sales goals each month.

REPORTS TO

Member Service Manager

DRIVERS OF SUCCESS

• Personable, Friendly Demeanor

• Customer Service Obsession

• Communication Skills

• Organization Skills

• Computer (Word/Excel/Outlook) Skills

• Professionalism, Responsibility, Team player

Primary Responsibilities

• Answer phones cheerfully and respectfully in a timely manner

• Process all membership upgrades, downgrades, holds and cancels in a timely manner to ensure accuracy in billing and/or club access.

• Enter notes in the system documenting all member interactions on respective member accounts

• Assist members with any question and provide "best practice" customer service skills

• Take an active role in new member integration by assisting members with the ClubSport app and billing portal use

• Actively use selling skills to "Save" or "Resell" potential cancelations utilizing retention tools

• Handle all incoming billing calls and walk-ins, assisting the member in a timely manner

• Conduct outreach to members who have established declining payments

• Tour members returning to the Club from "hold" or member inquiring about use of Executive Lockers

• Other responsibilities or projects as assigned by the Member Service Manager

Qualified candidates, with or without reasonable accommodations, must be able to:

• Write, read, speak, hear and see

• Type and operate a computer

• Perform repetitive telephone work

• Bend, lift and carry up to 30 lbs.

• Set-up and take-down light equipment

• Tour the club: walk and climb stairs