Member Services Associate

Power Wellness•Winchester, VA

About The Position

The Member Services Associate provides a high level of customer service to members, guests, and prospective members at the Valley Health Wellness and Fitness Center. The role provides membership information, supports enrollment, promotes customer satisfaction, and contributes to membership recruitment and retention. The position also supports service desk operations, appointments, sales of memberships and ancillary services, and communication with other departments.

Requirements

CPR/AED certification is required within 90 days of hire.
Excellent interpersonal and communication skills and the ability to serve members positively.
Ability to multitask and maintain a controlled, professional demeanor.
Proficient computer skills.

Nice To Haves

High school diploma or GED preferred.
One-year certificate from a college or technical school preferred.
At least six months of related experience or training preferred.
Two to three years of sales, reception, and computer skills preferred.

Responsibilities

Oversee service desk interactions, including opening and closing procedures, phone calls, point-of-sale transactions, guest registration and fees, guest passes, appointment check-ins, member feedback, lost and found, and information about scheduled activities and events.
Promote and sell memberships and ancillary services, including personal training, massage therapy, medically integrated programs, and nutrition services.
Schedule appointments in the Compete business software, make reminder calls, process cancellations, and notify associates of appointments according to policy.
Follow opening and closing procedures, balance drawers from daily sales, and apply credit card, check, and cash-drawer policies.
Enroll members by explaining membership contracts, obtaining signatures and payment, and providing the member handbook.
Communicate effectively by radio with other departments as needed.
Work toward established member and guest satisfaction metrics, including Secret Shops and Member Survey scores.
Maintain an average of five working shifts per month.
Stand for the length of a shift, generally three to six hours at a time.
Perform other duties as assigned.