Active Wellness Napa , CA 94558
Posted 2 days ago
Job Title: Member Services Supervisor
Pay Transparency: $20 - $22 hourly (DOE)
Role and Responsibilities
The Service Desk/Member Services Lead is a cross-functional role that creates efficiencies in Service Desk and Member Services operations. This person is responsible for supervising the Service Desk Team to support in delivering exceptional customer experience maintains a high standard of customer service for the service desk staff, delivering beyond our member's expectations. This person contributes to member retention, as well as new membership sales. The Service Desk/Member Services Lead has the responsibility of checking members in and being responsive to member inquiries regarding goods and services while in the club facilities. Service Desk/Member Services Lead also responds to members' comments and suggestions, acting as the club's first line of communication with members and creates a friendly and welcoming environment. Service Desk/Member Services Lead manages all front desk staff and ensures an exceptional member experience and collaboration between the front desk and other club departments.
Specific Responsibilities
Essential Functions
Schedule member service appointments either in person or by phone and assist with purchase at the point of sale
Be knowledgeable and educate members about all programs and activities offered by Active Wellness
Present membership information to prospective members, and follow up on membership leads
Assist with the maintenance of retail shops and managing of vendor partners
Assist in managing club Operational Standards of Excellence - OSE and completing OSE audits
Recruit, train, and develop the Service Desk Team
Set a schedule for the service desk team and be responsible for maintaining staff coverage
Ensures that club is open on time
Works a minimum of 10 hours per week at the desk
Administer emergency care to members and guests in need of assistance
Work as a TEAM with all other departments
Other duties and responsibilities as assigned by the supervisor
Other Functions
Inventory of food items as well as locker and laundry service
Maintain safety book/ emergency log, message log, and lost and found a ledger
Keep club well stocked and clean
Be knowledgeable about all programs and activities offered by Active Wellness
Promote club services and activities
Perform routine maintenance of equipment
Assist with keeping the club well stocked and clean
Attend Active Wellness site meetings and training
Handle injury and illness and security incident reporting
Active Wellness