What are the responsibilities and job description for the Member Services Representative position at VASA Fitness?
POSITION DESCRIPTION
POSITION TITLE: Member Services Representative
REPORTS TO: Member Services Team Lead
DEPARTMENT: Member Services
LOCATION: Corporate Office (remote positions available)
FULL TIME: Monday-Friday 11:30AM -- 8:00PM
FLSA STATUS: Non-Exempt, Hourly
COMPENSATION: $15.00 per hour
JOIN OUR TEAM
At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive--embodied by members and team members alike--VASA is a place where lives are changed because of authentic connections made within our supportive community.
Our people BELIEVE in our brand, are HARD WORKING, have HIGH STANDARDS, and GIVE ENERGY to others.
BENEFITS
We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 30 hours per week. All employees receive two complimentary gym memberships--one for themselves and another to give away--plus 401k options.
- 30 hours per week employees: Paid Time Off (hourly), Health, Dental, Vision Benefits and Paid Parental Leave (in addition to above)
- 40 hours per week employees: Flexible Vacation Plan (salary) & Paid Holidays (in addition to above)
Come join VASA Fitness and join a passionate, fun, and united team!
PURPOSE
Create an Uplifting VASA experience by offering inclusive, accessible, and on-trend fitness. The Member Services team provides customer service to our members via phone, email, and chat. As a Member Services Representative, you will be responsible for providing an uplifting experience to our members by addressing and resolving their questions and concerns in an inclusive and supportive way. Member Services provides an approachable team environment in a corporate office setting, giving you the opportunity to grow your customer service and problem-solving skills while building friendships in the culture we provide.
DELIVERABLES
- Create a friendly, professional, and positive first impression on our Members, their guests, and the public
- Properly address and resolve membership concerns and requirements.
- Meet or exceed all quotas provided by your leader, both personally and as a team unit
- Accurately record all information regarding Member relations internally and with external vendors
- Research and resolve member issues through use of a computerized database.
- Route phone calls, members, and guests to appropriate personnel to handle memberships promptly and efficiently with innovative & consistent customer service.
- Accurately record data from phone conversations and member visits into appropriate databases
- Collect on past due accounts.
Qualifications:
MINIMUM QUALIFICATIONS
- High school diploma or equivalent (GED)
- Prior customer service experience
- Strong attention to detail
- Ability to use own judgement to make decisions.
- Ability to work without immediate supervision.
- Excellent verbal and written communication across different platforms (email, in-person, phone, social media, etc.)
- Ability to focus on core information expressed by members and provide solutions, information, and guidance in a professional manner.
- Integrity in handling financial transactions and information regarding member accounts
- Ability to work in a fast-paced environment and effectively manage a high volume of inquiries.
PREFERRED QUALIFICATIONS
- Bilingual (Spanish/English) highly preferred
This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.
VASA Fitness is an Equal Opportunity Employer