Member Services Representative

JOB TITLE: Member Service Representative

LABOR GRADE: Full-Time Hourly/Part-Time Hourly

JOB SUMMARY: The primary responsibilities of the Member Services Representative are to welcome and check in members and guests, answer incoming calls, accurately process transactions, and be familiar with Island Health & Fitness programs and policies in order to answer questions from members and guests. Must be willing to assist with sign up of new members. Maintains good communication throughout the organization and interacts effectively with all customers both internal and external.

Provides direction and sets the tone of the facility that creates an environment of friendliness, openness, and exemplary customer service;

Promotes the philosophy that all individuals entering the Center should be treated with kindness, respect and professionalism and that all staff are there to provide a clean, aesthetically pleasing, comfortable, healthy environment;

Answers member and guest inquires about memberships, programs, costs, hours of operation, special events, etc;

Contributes to team effort by actively participating in department staff meetings;

Ensures that members, guests, and non-members are greeted in a pleasant and friendly manner ensuring that they are checked in efficiently and according to established policies.

Schedule members for personal training consults, orientations and classes;

Proficient and professional in phone use: answering, holding, and transferring calls to the appropriate department;

Assist with various communications i.e. faxes, emails, phone calls, copying;

Appropriately follow all emergency procedure protocol. The primary role is to contact 911 as directed by the MOD and ensure that the emergency team has accurate information as to the extent of the emergency and the location.

Follows opening and closing procedures according to the Policy and Procedures Binder ensuring that the cash drawer for the POS machine contains the correct amount of funds

Answer questions related to Island Health & Fitness Programs and Policies and/or direct the member to the appropriate resource to get the answer;

Communicates to all IHF members and guests appropriately using the overhead paging equipment;

Enter payment transactions accurately and completely in the Front Desk POS;

Follow proper procedures for the rental of lockers and/or towels;

Other duties as assigned.

REPORTS TO: Member Services & Accounting Director

QUALIFICATIONS:

Minimum High School Graduate with courses in Typing, Keyboarding, English and Math.

1-3 years’ experience in customer service in Fitness, Business, or other related field desired.

Must possess excellent communication and organizational skills.

Must have a good understanding of customer service in the fitness business.

Must have good management skills.

Current CPR and First Aid certifications desired.

Must commit to a regular schedule as assigned by supervisor and be open to occasional subbing, is responsible for securing own substitutes when coverage is needed. Must not over-utilize subs as this will be cause for having schedule reassignments by your supervisor.

SPECIAL REQUIREMENTS:

1. Ability to interact effectively with employees, guests, and the public in a courteous and tactful manner.

2. Must possess high ethical standards with respect to discretion and regard for confidentiality.

3. Able to sit and/or stand for extended periods of time.

4. Must have basic math and problem-solving skills.

5. Must be able to multi-task.

6. Must work well with others

Job Types: Part-time, Full-time

Salary: From $16.50 per hour

Benefits:

• Employee discount
• Paid time off
• Free Gym Membership

Shift:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekend availability

COVID-19 considerations:

Masks are optional for employees and members

Education:

• High school or equivalent (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: Multiple locations

Job Type: Full-time

Pay: $16.50 - $16.75 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Work Location: In person

Salary : $17 - $17