Concierge
About The Position
The Concierge is responsible for carrying out PJCC’s commitment to serving its members in the best fitness environment possible with the friendliest staff, most educated members, cleanest facility, most ethical business practices and state of the art equipment. The Concierge at the PJCC displays and maintains the highest standard of customer service. Under the supervision of the Member Experience Manager, they will oversee customer service initiatives that support client satisfaction for fitness center programs, center programming, and membership. The concierge will also be a leader in key retention efforts focusing on member engagement, client satisfaction and a comprehensive onboarding process for new members.
Requirements
- CPR/AED certification
- 2 years of customer service experience
- Ability to manage multiple tasks simultaneously.
- Demonstrated success working collaboratively and cooperatively with others, other departments within the organization and with other organizations and entities.
- Willingness and eagerness to explore new ideas.
- Ability to work a flexible schedule with peak demand occurring when members are off work (evenings and weekends).
Nice To Haves
- Process-driven with exceptional reporting and analytical skills are beneficial
Responsibilities
- Collaborate with other departments to deliver onboarding programs including Marketing, Sales and Welcome Center teams.
- Cross-promote center programs and build community through member to member and member to staff engagement.
- Work collaboratively with other departments.
- Take lead role in delivering ongoing customer service trainings for all departments.
- Be knowledgeable and communicate with members about all programs and activities offered at the PJCC
- Assist in back-up roles to the sales team with tours and membership sales.
- Follow new member onboarding and provide trackable metrics
- Develop and establish guidelines for managing high risk memberships due to non-use or low satisfaction scores.
- Set up FIT evaluations for new members
- Manage member questions, comments, and concerns daily and provide mediation between members/staff, members/members and staff/staff.
- Manager on Duty (MOD) responsibilities
- Other duties and responsibilities may evolve over time and be assigned/determined by Member Experience Manager
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
