H&W Member Services Associate

Health and Wellness Member Services Associate

MAIN FUNCTION:

The Member Services Associate is responsible for executing the daily operations of the Reception Desk and achieving excellence in the customer service to HealthPoint members. Being able to demonstrate a full understanding of how the department functions in order to facilitate assistance to the members is paramount. Member Services Associate complete multiple computer related tasks throughout a shift as well as answering all incoming Health and Wellness Department phone calls. In addition, Member Services Associates will also perform routine maintenance and cleaning of exercise equipment. In certain situations, with appropriate certification, the Member Services Associate may also be asked to provide instruction of appropriate Group Exercise Classes and provide general fitness guidance to members.

RESPONSIBLE TO: Supervisor, Health and Wellness

MUST HAVE REQUIREMENTS:

• Must be 18 years of age with a High School Diploma OR be at least 16 years of age actively working towards a High School Diploma or equivalent.
• Current BLS/AED Certification through the AHA.
• No written disciplinary action within the last 12 months.

PREFERRED ATTRIBUTES:

• Previous fitness class instruction experience
• Fitness Professional certified by ACSM or comparable organization
• Denotes ADA Essential
• Follows Appropriate Service Standards

Duties:

• Responsible for the reception, registration and payment processing for Health and Wellness members.
• Demonstrate the ability to form relationships and communicate with members in a way that shows compassion and the willingness to assist the member in any way possible.
• Required to be well informed with all department matters. Must be knowledgeable enough to intelligently answer questions regarding the department or appropriately transition the member to another staff member that can provide answers.
• Demonstrate excellent telephone etiquette in a way that is accommodating and helpful to the caller, regardless of the nature of the call.
• Competent with duties related to computer tasks, specifically the daily operation of member tracking software, scheduling on Microsoft Outlook, and various reporting and data entry assignments.
• Able to demonstrate excellent communication skills with the entire staff regarding member services.
• Participates in and assists with various member services events throughout the year.
• Provides general supervision for clients participating at the facility and is committed to customer service excellence.
• Assists with maintenance/cleaning of the general facility and aquatic areas.
• Assists in maintaining/testing pool chemical levels, conducting pool maintenance procedures and tracking supply usage.
• If certified by a credentialing group exercise organization - is able to provide effective general and class specific instruction and direction for all participants, regardless of ability level.
• Committed to providing the best services possible by maintaining current certifications, attending continuing education seminars and reviewing industry literature.
• Enforces all facility rules/regulations in a courteous manner.
• Follows established WCH and Health and Wellness policies and procedures
• Accepts constructive criticism/direction and effectively changes own performance.
• Able to lead by example in living a healthy lifestyle.
• Demonstrates a team approach by displaying the willingness to embrace a “facility first” attitude and exceeding expectations in any way possible.
• Other day to day operational duties, as necessary, to ensure the continued operation of the Health and Wellness Department.

Revised Dates: 05/18, 5/19, 10/23

Approved by Human Resources: