Member Services Manager

Acac•Charlottesville, VA

1d•Onsite

About The Position

At acac, we believe in living your best and that means working your best too! In this exciting role, you will oversee the daily operations of our Member Services department. Why join acac? It's about our core values; People First, Community, Consistent Excellence, Continuous Improvement and most importantly Have Fun!

Requirements

Must be able to stand, walk, sit, lift, stretch, reach and bend throughout a shift
Ability to work varied shifts including days, evenings, weekends, and holidays
College Degree preferred, High School diploma required
Prior experience in a customer service position required
Prior experience with leading and supervising teams preferred
Must be exceptionally customer service oriented
Ability to communicate effectively verbally and in writing
Proficient computer skills
Read, sign, and abide by the policies included in the Team Member Handbook
Park in team member designated areas
Club cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep club neat and clean
Attend mandatory Personal Training meetings
Assist with Service Days, as assigned by Supervisor
Assist with club programs, special events, or activities, as assigned by Supervisor
Promptly respond to work-related correspondence
Exhibit a positive attitude at all times
Deliver outstanding service to members and guests, following acac’s FiveStar principles

Responsibilities

Oversee the day-to-day running of the Member Services department.
Responsible for hiring, training, and supervising staff, ordering supplies, resolving customer complaints, and ensuring a high level of customer service.
Create and foster a team culture which is centered on achieving goals with high level of customer service
Responsible for ensuring the hiring and training of team members
Develop an adequate staffing plan and team schedule
Monitor team member productivity, provide constructive feedback and coaching
Maintain the logo shop inventory
Conduct periodic and annual team performance evaluations
Keep team and members informed of events and activities and encourage participation
Support and handle member issues; make decisions in consideration of the club’s policies and procedures
Create and support special events to promote department and club
Maintain regularly scheduled hours on department schedule
Collaborate with department managers to troubleshoot club related issues and ensure an overall high level of success for the club
Operate within budget guidelines for the purchasing supplies, operational costs, pricing outside vendors and contractors
Collaborate with Member Service Directors at other acac sites to share best practices and implement universal protocols and policies
Maintain a schedule of a minimum of 25 hours on the Member Services desk