What are the responsibilities and job description for the Member Relations Advisor position at Kinective Fitness Club?
Job Title: Member Relations Advisor
Position Summary:
The Member Relations Advisor is responsible for providing customer support and knowledge to club members regarding all of Kinective Fitness Club's services, amenities, events, and policies. This role involves proactively following up with club members to ensure successful onboarding as a new Kinective Fitness Club member as well as documenting all club member feedback responses and resolutions. The Member Relations Advisor works closely with the department managers to ensure the appropriate planning, coordination, and communication of club member retention events. This role also involves advising and educating club members on all ongoing member events, managing all club member experience feedback, processing all club member cancellations, and meeting with and greeting all new club members in person at the point of sale. The Member Relations Advisor is responsible for club member retention, follow-up calls after sign-up, presenting feedback to the board of directors and management, greeting all club members by name while at the club, calling club members who have not checked-in to the facility within a 60-day timeframe, and reporting results from the check-in calls.
Shift:
Monday 10:00 A - 2:00 P | 3:00 P - 7:00 P
Tuesday 10:00 A - 2:00 P | 3:00 P - 7:00 P
Wednesday: 10:00 A - 2:00 P | 3:00 P - 7:00 P
Thursday: 2:00 P - 9:00 P
Friday: 10:00 A - 2:00 P
Saturday: 8:00 A - 12:00 P
Sunday: Off
Job Duties and Responsibilities:
- Assist with onboarding of new fitness club members
- Follow up with club members proactively to ensure successful onboarding
- Provide customer support to new and existing club members
- Provide knowledge to all club members regarding Kinective Fitness Club's services, amenities, events, and policies
- Process and document membership cancellations
- Advise club members on alternatives to membership cancellation
- Execute club member retention strategies and document membership retention
- Monitor and document club member feedback responses and report them to management
- Collaborate with department managers to resolve club member complaints and address feedback responses
- Communicate with club members regarding their feedback
- Lead planning and promoting efforts for club member retention events
- Assist with managing the retention event budget and processing purchase orders for events as needed
- Monitor check-in activity and complete phone calls to club members to encourage club attendance and club member retention
- Meet, greet, and assist new club members at the point of sale
- Perform other activities as reasonably assigned by the Sales Manager
Position Requirements:
- High School Diploma or GED
- At least 1 year of experience in a customer service role
- Excellent communication skills
- Enthusiastic, energetic, personable, and friendly disposition
- Ability to sit, stand, walk, reach, climb, or lift up to 50 pounds
Preferred Skills or Attributes:
- Bachelor's degree in Business, Marketing, Sales, or a related field.
- Previous experience with client onboarding
- Bilingual (English and Spanish)
- Experience with MXM or other customer feedback software
Job Type: Full-time
Pay: From $13.00 per hour
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Shift:
- Day shift
People with a criminal record are encouraged to apply
Work Location: In person
Salary : $13