Member Care Specialist

MAJOR RESPONSIBLITIES:

Member Experience: Proactively engage with past, potential and current members to schedule appointments, enter and maintain member service history, and collaborate with the team for member follow up to ensure service satisfaction. Upholds HairClub’s service commitment for membership satisfaction by following company guidelines, policies and procedures. Recommends member experience improvements to leadership team to continually evolve member satisfaction

Sales Excellence: Achieve and grow lifetime members by managing the membership experience and ensures members understand membership benefits. Recommends membership enhancements, retail opportunities and increase memberships through renewal of benefits, performing past-member outreach and fee management activities

Operational Excellence: Ensures compliance standards of HairClub facilities to secure operational safety and effectiveness. Maintains documents, policies and procedures in accordance with company standards to include; cash handling, inventory management, member agreements and exceed facility appearance standards

Team Collaboration: Builds professional relationships and communicates effectively virtually and in person. Able to adjust communication style in the moment to create a collaborative and cohesive working environment Perform other reasonable duties as assigned

MANAGEMENT AND COLLABORATION:

• Collaborate with Center Team to ensure client’s expectations are exceeded
• Collaborate with Center Team to reach client retention goals
• Collaborate with the Stylist for accurate scheduling

QUALIFICATIONS:

• At least one (1) year previous guest service experience
• Point of sale system and other business software experience
• Efficient with all Microsoft programs

KEY COMPETENCIES:

• Member Experience: Hyper-focused on exceptional member experience with a strong level of service commitment.
• Interpersonal Skills: Professional, friendly and outgoing communicator who effectively flexes communication style with other people. Able to reach and stimulate others while being aware and responsive to their needs and interests
• Action Oriented: Work independently and self-motivated. Able to seek opportunities vs. problems. Able to work under time constraints and pressure
• Demonstrates Self-Awareness: Maintains a professional image and manages personal brand effectively

WORKING CONDITIONS:

• Office/Salon environment
• Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading
• Sitting stationary for long periods of time
• Keyboarding: entering text and/or data into a computer

• Requires working with computer systems
• May require light lifting <50 lbs

HairClub is an equal opportunity employer, dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace. HairClub strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace.