Member Experience Associate

MAIN FUNCTION:

The Member Sales and Experience Associate (MSEA) is a key member of the Member Services Department. In collaboration with the Member Service Coordinator, the MSEA is ultimately responsible for overseeing and executing an extremely high level of customer service and member experience delivered by the Center’s entire staff to all visitors, guests, and members on a consistent basis. The MSEA will oversee and deliver the Center’s Service Standards by the Member Services team and continually monitor the quality by which the standards are being delivered to assure an exemplary level of quality. The goal of these efforts is to earn excellent member satisfaction levels and, more importantly, create lifelong promoters of the Center. This process will extend into executing an effective member engagement and onboarding program in addition to software platforms that enhance member retention. The MSEA will support the daily operations of the Reception Desk. Therefore, it is paramount that this position exhibits excellent leadership, effective communication, and exemplary customer service-related skills.

DEPARTMENT: Member Services

REPORTS TO: Member Service Coordinator

DIRECT REPORTS: None

POSITION EXPECTATIONS:

Applied

• Responsible for overseeing and executing the customer Service Standards for all aspects of Center operations.
• Assists with the reception of each member at the member service desk that enters the building and the world-class member experience that follows.
• Demonstrate the ability to form relationships and communicate with members in a way that shows compassion and the willingness to assist the members 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 when appropriate.
• Demonstrate excellent telephone etiquette in a way that is accommodating and helpful to the caller, regardless of the nature of the call.
• Able to administer the prospecting and sales strategies and tactics in a way that clearly defines our market differentiators, elevates our value proposition and minimizes any barriers to entry.
• Participate in the prospect tour process in such a way that highlights the services and amenities of the Center and positions those resources as a solution for the prospect’s needs and interests.
• Coordinate and participate in community outreach events designed to engage with the local community and position the Center as a vital resource to its residents.

Administrative

• Demonstrates competency in managing and administering duties related to computer tasks, specifically the Club Management and Quality Assurance software systems. Also included is POS, client scheduling, as well, general data entry.
• Maintains quality service by role modeling quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements and training solutions
• Execute logistical workflows needed to achieve an effective and efficient operation related to reception desk and member onboarding activities.
• Deliver sound quality assurance practices for all department services to ensure operations are exemplary.

Management (Customer Relations/Team Performance)

• Contribute to achieving a consistently excellent member experience resulting in high member satisfaction ratings and low member attrition.
• Oversee and execute member engagement and loyalty software platforms designed to increase member loyalty and retention.
• Address all member and staff concerns and provide prompt and member-friendly follow up.
• Participate in Shift supervisor shifts as assigned.
• Provide input for employee feedback sessions.
• Proficient with all current facility policies and procedures and ensures all operations and practices of the department satisfy those policies and procedures.

General

• Consistently meets and/or exceeds the Center’s performance objectives and Key Performance Indicators as outlined in the Annual Strategic Plan.
• Demonstrates the desire to continually improve areas of the business by identifying an area for improvement, devising a solution, then implementing a plan.
• Routinely achieves a high-level of organizational alignment, plays a vital role in realizing a Culture of Excellence and adheres to the IWP Code of Conduct.
• Accepts constructive criticism/direction and effectively changes own performance.
• Passionate about improving the health and wellbeing of others and able to lead by example by living a healthy and active lifestyle.

Implementation Date: 1/2016

Approved By: James W. Ellis, Executive Vice President, Integrated Wellness Partners, LLC

Revision Dates (Corporate): 1/2020

Revision Dates (Center): 4/2026

Disclaimer:

The intent of this job description is to describe the general nature of the duties and responsibilities required of all job incumbents assigned to this title. It is not intended to be a comprehensive list of all job responsibilities. Therefore, incumbents may be asked to perform other duties as required.

EDUCATIONAL REQUIREMENTS:

• High School Diploma, GED

HIRING REQUIREMENTS:

• Minimum of two years of strong, progressive experience in a customer service/public relations environment, preferably a Medical Fitness and Wellness Center, and/or hospitality/retail sector
• Highly advanced communication and other interpersonal skills
• Pass Background Check
• Eligible to work in the United States

PREFERRED SKILLS AND ATTRIBUTES:

• Professional communicator who can articulate well, manage critical conversations, effectively resolve conflict, and build relationships with members and staff
• Excellent leadership qualities needed to build and manage a team in a performance-driven environment
• Excellent interpersonal skills needed for exemplary customer service; outgoing, friendly, and compassionate
• Technologically savvy with the ability to function well within business management software systems, customer portals and member apps
• Bachelor’s degree in communications, hospitality, public relations, business, exercise science, or marketing

Salary : $17 - $19