Member Services Staff

DESCRIPTION

Under the direction of the Member Services Supervisor, the Member Services Staff Member shall deliver exceptional customer service, promote and sell fitness memberships and engage in other member functions including conducting facility tours at FitNation. This individual will also perform various office, registration and customer service duties. This position requires flexible availability which may include early mornings, daytime, evenings, weekends and holidays. Must be able to meet the 20-25 hours per week requirement or additional hours as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet customers and guests promptly in a friendly and professional manner.

• Answer phones, take daily admissions, and assist customers with all Membership, Group Exercise, Personal Training and other Fitness Center questions. Knowledge of additional Gurnee Park District offerings will also be required.

• Complete Daily Duties Checklist and all other items assigned during shift.

• Responsible for the appearance and upkeep of the Front Desk area. Ensure that the workspace is kept clean and clear of debris at all times.

• Adhere to all aspects of opening, closing, and normal operational procedures.

• Conduct Fitness Center Tours upon request.

• Input new member information into a computer and generate the membership ID card.

• Accept, input, and follow procedures to process activity registrations.

• Follow districts sales policies and procedures for fitness area.

• Generate new memberships through lead follow up and existing member referrals as assigned.

• Communicate with active and non-active members through email and phone as assigned throughout the shift.

• Listen actively to connect members to the services that align with their interests and passions.

• Monitor the Fitness Center to ensure that patrons are in compliance with established rules and regulations for guest safety.

• If Members report any equipment problems or repairs, must notify Supervisor in a timely manner.

• Attend to members concerns and complaints in a positive and understanding manner.

• Laundry duties such as folding towels and collecting towels will be expected.

• Must check and respond to work/schedule-related communications in a timely fashion.

• Attend team meetings as scheduled (meetings are quarterly).

• Process membership cancellations, membership holds and billing updates.

• Perform all other duties as assigned

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Conduct and report inventory of supplies.

• Assist with training of new staff by demonstrating proper methods/techniques.

• Member Service Staff Members are also responsible for covering the holidays listed below which may be subject to change:

• 10am to 5pm New Years Day

• 7am to 12 noon Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve.

• 5:15am to 9pm Good Friday, Day after Thanksgiving

• 7am to 3pm New Years Eve

Qualifications

QUALIFICATIONS

• Experience: Two years of customer service and/or sales related experience required, preferably in an office, recreation, health club, hospitality, or related environment.

• Education: High School diploma preferred.

• Skills: Must have excellent communication skills, be highly motivated, and be approachable and engaging with customers with the ability to recognize when customers need a greater level of assistance. Ability to consistently communicate in a friendly, professional fashion with employees and patrons both in person and on the telephone. Ability to manage multiple tasks and work in a fast paced environment.

• Certifications: Current CPR, AED and First Aid certifications are required or the ability to obtain them within sixty days of hire date (we offer training certification opportunities, dates varies).

• Competencies: This position requires the ability to obtain and retain a thorough knowledge of the Park District recreation programs, memberships and facilities. Must be able to provide an exceptional level of customer service, handle complaints in a professional manner. Candidate must be comfortable using a computer system to input and interpret customer information and have a comprehensive understanding of sales procedures.

PHYSICAL DEMANDS

• Perform hand/arm movements as when working on a computer keyboard or calculator.

• Ability to lift and move supplies and towels up to 25 lbs. (10-20 lbs. usually)

• Reading handwritten information and writing legibly.

• Job may include lifting, twisting, bending and squatting.