MVP SPORTS CLUBS POSITION DESCRIPTION | MEMBER SERVICES SPECIALIST | METRO

About the Company

MVP Sports Clubs is a sports facility development and management company with 6 facilities operating in West Michigan. We provide corporate service support in the areas of finance, marketing/communications, information systems, human resources, property management, and operational development including sales, fitness, and operations. MVP Sports Clubs represents quality and success in health and recreation in all facets of the community. Simply put, we are a company passionate about exercise and sharing this with our communities!

Why MVP Sports Clubs

At MVP Sports Clubs, we are built around our values of professionalism, friendliness, efficiency, cleanliness, and teamwork! We believe in creating a welcoming, engaging, and fun environment for employees. To foster this type of environment, we provide employees with a full range of benefits.

• Our part-time employees have athletic club access for team member and any spouses and dependents, discounts on memberships for additional family members, member rates for participation in services/programs and a 25% off retail, food, and beverage discount.
• In addition to the benefits listed above, our full-time employees also have health, dental, vision, and life insurance, long/short-term disability, paid maternity and paternity leave, PTO, and 401k participation available after completing one year of service.

About the Position

The Metro Member Services Specialist is responsible for maintaining a consistent member service philosophy within the Athletic Club to ensure the quality of service, overall operations, and appropriate facility standards according to the Athletic Club expectations. Primarily responsible for taking care of all prospective and current club members and promptly responding to club needs. This position is a part of our Member Services team reporting to the Member Services Manager.

Responsibilities

Building Operations

• Ensure that all entities of the Athletic Club are operating in accordance with member/guest expectations.
• Cross-train in all areas of the facility to gain knowledge and understanding of each entity and their relation to the total operation. The Assistant Manager must be prepared to assist any department within the facility, including fitness floor coverage as needed or directed.
• Enforce club rules and guidelines, taking appropriate action where indicated and reporting any problems to the appropriate Manager or Director.
• Inventory all cash totals daily.
• Respond and react to any emergency. Use of incident reports appropriately.
• Assist in training of new hires within the Members Services Department.
• Open and close the operation based on operational needs.

Member Relations

• Establish relationships with members/guests as well as act as a resource and contact for members/guests, and request feedback about our current programs, classes, and operations.
• Handle all member/guest concerns, questions, and comments with a focus on retention and maintaining a high level of customer satisfaction.
• Take prospective members on facility tours.
• Responsible for membership sales functions including but not limited to: membership pricing, new membership sign-ups, account questions, billing and refund issues, as well as cancellation or freeze inquiries.

Other

• Attend and participate in regular Service Game training sessions as directed by the supervisor.
• Maintain a neat and professional personal appearance, by wearing the MVP Sports Clubs uniform (see uniform matrix) and name badge.
• Assist with general building operational tasks as needed.

Requirements

• Bachelor’s degree in a related field is strongly preferred.
• A minimum of 2 years of experience in a high-volume customer service industry. Customer service skills to handle challenging situations.
• First Aid/CPR Training. In the event a team member is hired without CPR or First certifications, they will be required to attend MVP Sports Clubs’ in-house training to obtain this.
• Strong communication, leadership, and organizational skills.
• Must be able to work club opening and closing shifts, weekends, and holidays when needed.
• Ability to handle multiple tasks and functions while maintaining a low personal stress level.
• Physical Requirements: Bend, stoop, crouch, climb, stand, sit, and turn/pivot; Lift/lower, push, pull, and carry up to 40 lbs; perform office tasks using simple hand grasping, fine hand manipulation and reach associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating and use of the telephone; See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.