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Member Experience Specialist - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Chanhassen, MN Chanhassen, Minnesota |
About this job
Responsible for overallmember retention, position directs and ensures that our team members get toknow every member by listening and responding to them. Proactively exceed the needs of members,accurately answer questions and actively promote all events and programs withfriendly and inviting engagement. Shares communication between leadership andteam members, anticipating ways to enhance the member experience. The MemberExperience Specialist helps maximize member retention by connecting each memberto the right performer, place and program.
Major Duties & Responsibilities
EnsuringExceptional Member Experience
* Responsiblefor Member Engagement of all new and current members.
* Helpdevelop a monthly retention plan with the Member Services Manager to minimizeattrition. The plan will outline tacticsto reach the access attrition goal and hold team members accountable to tasks.
* Participateactively in taking membership change requests and saving memberships or convertingmembers to our On-Hold membership at a high rate.
* Communicateproactively with members engaging them in all programs and interest groups viain-person, phone out-reach, and email communication.
* Handlemembers efficiently at all member service desks, setting an energetic, helpfuland friendly tone for the club consistent with the Mission.
* Responsiblefor overall member satisfaction. Establish genuine relations with, and connectall members to their interests groups by actively engaging the members in theirareas of interest, participating in club activities and extensive knowledge ofthe club.
* Provide services that are above and beyond customer satisfaction for retention
* Improves service by communicating and assisting individuals to understand member's needs, providing guidance, feedback, and individual coaching when needed
* Responds to and handles member's problems and complaints
Member Retention
* Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-clubconversations, building relationships and engaging members within their areasof interest. All service conversationsand appointments should be appropriately tracked in Dynamics.
* Articulate extensive knowledge of Life Time programs, products,services, current club events, policies and procedures.
* Attend daily huddle and assist with the creation of the dailyhuddle prep sheet to increase the club Member Engagement Ratings and ConnectedRate.
* Create a Daily Business Review & Plan to track progress andplan for success.
5. Builds strong rapport with department ownersthrough pro-active and on-going communication; keeps owners informed of brandinitiatives and member experience; provides owners with an in-depth analysis ofretention performance. Manages an effective balance between member interest anddepartment owner's business and develops solutions that create value for both;develops and effectively promotes ideas for improving Club service andprofitability to ownership.
BrandChampion
* Abilityto demonstrate passion and commitment for the Life Time service philosophy andverifies that the intent of the brand is pulled through in member experience;communicates a clear and consistent message regarding club goals to teammembers, leadership team, and revenue owners; serves as a role model bydemonstrating exceptional work ethic and service delivery for all team membersin the club; champions change; inspires and motivates team to achieveoperational excellence
Managing the Member Experience
* Interactswith members and guest on a continuous basis to obtain feedback about theirexperience in the club; utilize feedback to recognize outstanding employeeservice performance and improve service delivery: emphasizes and holdsleadership team accountable for addressing service failures or potentialservice failures and developing innovative ways to exceed member expectations;
* Serve as an expert in the Life Time Website and LT BUCK$
* Answerand transfer phone calls in a timely and professional manner
* Enter sales transactions at POS for members, including program, service and product payments
* Accurately schedule members for programs and services
* Appropriately respond to questions and messages regarding a member accounts
* Process member paperwork, including address changes, new members, electronic funds transfers, refunds and payments
Responsibilitiesof All Positions
* Support and articulate the Life Time mission statement
* Adhere to company policies and procedures
* Ensure cleanliness of the club using all 6 senses:
* Sight to ensure club is neat and orderly
* Sound to ensure music/sound levels are appropriate
* Touch to ensure floors, countertops, etc are clean and dry
* Taste to ensure food & beverages in the caf are up-to-standards
* Smell to ensure the club is fresh and odor free
* Energy
Safety:
Safetyresponsibilities
* Comply with all company safety rules
* Use all required safety devices and personal protection equipment
* Report accidents and injuries to supervisor as soon as possible
* Participate in safety training and safety inspections
* Suggest methods of preventing hazards to safety committee
Education:
* Highschool diploma or GED
* Collegedegree in business or related field preferred
Experience:
* 3-5 years experience in a customer service relatedposition
* 3-5 years experience in a sales or retail relatedposition
Licenses /Certifications / Registration:
* CPR/AED certificationrequired within the first thirty days after hire
Knowledge,Skills, Abilities and Other Characteristics
* Extensive knowledge of all club activities and promotions
* Firmly but tactfully enforce Life Time Fitness Policies and Procedures
* Excellent customer service and promotional/sales skills
* Excellent communication, listening, and interpersonal skills
* Ability to build relationships with members
* Ability to resolve conflicts in a professional, tactful manner
* Ability to multi-task and learn quickly
* Ability to operate a personal computer
* Knowledge of standard office procedures and computer software
Technical Skills:
To perform this job successfully, an individualmust have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.
PhysicalDemands:
The physical demands described here arerepresentative of those that must be met by an employee to successfully performthe essential functions of this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
While performing the duties ofthis job, the employee is frequently required to stand; walk; use hands tofinger, handle, or feel objects, tools, or controls; reach with hands and arms;ability to climb ladders. The employeeis occasionally required to sit.
The employee must frequently lift and/or move upto 10 pounds and occasionally lift and/or move up to 50 pounds.
WorkEnvironment:
The work environmentcharacteristics described here are representative of those an employeeencounters while performing the essential functions of this job. The work is performed in an athletic clubenvironment. The noise level is usuallymoderate.
Major Duties & Responsibilities
EnsuringExceptional Member Experience
* Responsiblefor Member Engagement of all new and current members.
* Helpdevelop a monthly retention plan with the Member Services Manager to minimizeattrition. The plan will outline tacticsto reach the access attrition goal and hold team members accountable to tasks.
* Participateactively in taking membership change requests and saving memberships or convertingmembers to our On-Hold membership at a high rate.
* Communicateproactively with members engaging them in all programs and interest groups viain-person, phone out-reach, and email communication.
* Handlemembers efficiently at all member service desks, setting an energetic, helpfuland friendly tone for the club consistent with the Mission.
* Responsiblefor overall member satisfaction. Establish genuine relations with, and connectall members to their interests groups by actively engaging the members in theirareas of interest, participating in club activities and extensive knowledge ofthe club.
* Provide services that are above and beyond customer satisfaction for retention
* Improves service by communicating and assisting individuals to understand member's needs, providing guidance, feedback, and individual coaching when needed
* Responds to and handles member's problems and complaints
Member Retention
* Elevate the culture of service through outreach initiatives. Contact members via phone, email and in-clubconversations, building relationships and engaging members within their areasof interest. All service conversationsand appointments should be appropriately tracked in Dynamics.
* Articulate extensive knowledge of Life Time programs, products,services, current club events, policies and procedures.
* Attend daily huddle and assist with the creation of the dailyhuddle prep sheet to increase the club Member Engagement Ratings and ConnectedRate.
* Create a Daily Business Review & Plan to track progress andplan for success.
5. Builds strong rapport with department ownersthrough pro-active and on-going communication; keeps owners informed of brandinitiatives and member experience; provides owners with an in-depth analysis ofretention performance. Manages an effective balance between member interest anddepartment owner's business and develops solutions that create value for both;develops and effectively promotes ideas for improving Club service andprofitability to ownership.
BrandChampion
* Abilityto demonstrate passion and commitment for the Life Time service philosophy andverifies that the intent of the brand is pulled through in member experience;communicates a clear and consistent message regarding club goals to teammembers, leadership team, and revenue owners; serves as a role model bydemonstrating exceptional work ethic and service delivery for all team membersin the club; champions change; inspires and motivates team to achieveoperational excellence
Managing the Member Experience
* Interactswith members and guest on a continuous basis to obtain feedback about theirexperience in the club; utilize feedback to recognize outstanding employeeservice performance and improve service delivery: emphasizes and holdsleadership team accountable for addressing service failures or potentialservice failures and developing innovative ways to exceed member expectations;
* Serve as an expert in the Life Time Website and LT BUCK$
* Answerand transfer phone calls in a timely and professional manner
* Enter sales transactions at POS for members, including program, service and product payments
* Accurately schedule members for programs and services
* Appropriately respond to questions and messages regarding a member accounts
* Process member paperwork, including address changes, new members, electronic funds transfers, refunds and payments
Responsibilitiesof All Positions
* Support and articulate the Life Time mission statement
* Adhere to company policies and procedures
* Ensure cleanliness of the club using all 6 senses:
* Sight to ensure club is neat and orderly
* Sound to ensure music/sound levels are appropriate
* Touch to ensure floors, countertops, etc are clean and dry
* Taste to ensure food & beverages in the caf are up-to-standards
* Smell to ensure the club is fresh and odor free
* Energy
Safety:
Safetyresponsibilities
* Comply with all company safety rules
* Use all required safety devices and personal protection equipment
* Report accidents and injuries to supervisor as soon as possible
* Participate in safety training and safety inspections
* Suggest methods of preventing hazards to safety committee
Education:
* Highschool diploma or GED
* Collegedegree in business or related field preferred
Experience:
* 3-5 years experience in a customer service relatedposition
* 3-5 years experience in a sales or retail relatedposition
Licenses /Certifications / Registration:
* CPR/AED certificationrequired within the first thirty days after hire
Knowledge,Skills, Abilities and Other Characteristics
* Extensive knowledge of all club activities and promotions
* Firmly but tactfully enforce Life Time Fitness Policies and Procedures
* Excellent customer service and promotional/sales skills
* Excellent communication, listening, and interpersonal skills
* Ability to build relationships with members
* Ability to resolve conflicts in a professional, tactful manner
* Ability to multi-task and learn quickly
* Ability to operate a personal computer
* Knowledge of standard office procedures and computer software
Technical Skills:
To perform this job successfully, an individualmust have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.
PhysicalDemands:
The physical demands described here arerepresentative of those that must be met by an employee to successfully performthe essential functions of this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
While performing the duties ofthis job, the employee is frequently required to stand; walk; use hands tofinger, handle, or feel objects, tools, or controls; reach with hands and arms;ability to climb ladders. The employeeis occasionally required to sit.
The employee must frequently lift and/or move upto 10 pounds and occasionally lift and/or move up to 50 pounds.
WorkEnvironment:
The work environmentcharacteristics described here are representative of those an employeeencounters while performing the essential functions of this job. The work is performed in an athletic clubenvironment. The noise level is usuallymoderate.
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