Member Services Supervisor

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