Member Services Associate

IWP BLOOMINGTON LLC • Bloomington, IL

69d • $16 - $19

About The Position

The Member Services Associate (MSA) is a key member of the Member Services Department Team. The MSA is ultimately responsible for delivering an extremely high level of customer service and member experience to all visitors, guests, and members on a consistent basis. This is achieved by utilizing excellent interpersonal skills and being well-versed in the Center’s Service Standards. The goal of these efforts is to earn excellent member satisfaction levels and, more importantly, create life-long promotors of the Center. The MSA will have an important role in effective member engagement and new member onboarding. Also, effectively executing the day-to-day operations of the Reception Desk is an important aspect of the MSA responsibilities. This requires the MSA to demonstrate a general understanding of how the center functions to facilitate assistance to the members.

Requirements

• High School Diploma or GED.
• Excellent communication and interpersonal skills.
• Pass Background Check.
• Eligible to work in the United States.

Nice To Haves

• Skilled communicator able to articulate well and manage critical conversations.
• Ability to effectively resolve conflict and build relationships.
• Outgoing, friendly, and compassionate interpersonal skills.
• Technologically savvy with business management software systems.

Responsibilities

• Execute the customer Service Standards for all aspects of the operations.
• Reception of each member at the Reception Desk and ensuring a world-class member experience.
• Manage the check-in process, schedule management, POS transactions, and general facility knowledge.
• Form relationships and communicate with members compassionately and assistively.
• Be well informed with all department matters and communicate them appropriately.
• Execute excellent telephone etiquette to accommodate and help callers.
• Assist with prospecting and sales, highlighting market differentiators and value propositions.
• Participate in the prospect tour process to showcase services and amenities.
• Manage and administer duties related to computer tasks, including Club Management software.
• Execute logistical workflows for effective reception desk activities.
• Support marketing and event planning activities.
• Maintain a clean and sanitary facility for all guests.
• Complete the department’s daily task check sheet as assigned.
• Contribute to achieving high member satisfaction ratings and low member attrition.
• Address member concerns and provide prompt follow-up.
• Comply with all current facility policies and procedures.
• Meet and exceed the Center’s performance objectives and Key Performance Indicators.
• Identify areas for improvement and implement solutions.
• Achieve organizational alignment and adhere to the IWP Code of Conduct.
• Accept constructive criticism and change performance accordingly.
• Lead by example in promoting health and wellbeing.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED