Member Services Specialist

MVP SPORTSCLUBS•Grand Rapids, MI

13d•$0 - $15

About The Position

The Member Services Specialist maintains a consistent member service philosophy within the Athletic Club to support quality service, effective operations, and facility standards. The role primarily serves prospective and current club members and responds promptly to club needs. The position is part of the Member Services team and reports to the Club Director. The specialist supports building operations across facility departments, enforces club rules, handles daily cash inventory, responds to emergencies, helps train new Member Services hires, and opens or closes the operation as needed. The role also builds relationships with members and guests, addresses their concerns, leads facility tours, and handles membership sales and account-related inquiries.

Requirements

A minimum of 2 years of experience in a high-volume customer service industry.
Customer service skills to handle challenging situations.
First Aid/CPR training; team members hired without CPR or First Aid certifications must attend MVP Sports Clubs’ in-house training to obtain them.
Strong communication, leadership, and organizational skills.
Must be able to work club opening and closing shifts, weekends, and holidays when needed.
Ability to handle multiple tasks and functions while maintaining a low personal stress level.
Ability to bend, stoop, crouch, climb, stand, sit, and turn or pivot.
Ability to lift, lower, push, pull, and carry up to 40 pounds.
Ability to perform office tasks using simple hand grasping, fine hand manipulation, and reach, including paperwork, typing or word processing, filing, calculating, and telephone use.
Sufficient vision, hearing, and speech capability to perform assigned tasks and maintain proper job safety conditions.

Nice To Haves

A bachelor’s degree in a related field is strongly preferred.

Responsibilities

Ensure all entities of the Athletic Club operate according to member and guest expectations.
Cross-train across facility areas and assist departments as needed, including providing fitness floor coverage when needed or directed.
Enforce club rules and guidelines, take appropriate action, and report problems to the appropriate Manager or Director.
Inventory all cash totals daily.
Respond to emergencies and use incident reports appropriately.
Assist with training new hires in the Member Services Department.
Open and close the operation based on operational needs.
Build relationships with members and guests, serve as a resource and contact, and request feedback about programs, classes, and operations.
Handle member and guest concerns, questions, and comments with a focus on retention and customer satisfaction.
Conduct facility tours for prospective members.
Perform membership sales functions, including explaining pricing, signing up new members, answering account questions, addressing billing and refund issues, and handling cancellation or freeze inquiries.
Attend and participate in regular Service Game training sessions as directed by the supervisor.
Maintain a neat, professional appearance by wearing the MVP Sports Clubs uniform and name badge.
Assist with general building operational tasks as needed.

Benefits

Complimentary club membership access for the team member, spouse, and dependents.
401(k) participation available after 6 months of service for team members age 18 or older.
Access to Work-Space for team members age 18 or older.
CPR trainings.
Complimentary use of Kid's Stuff, up to 2 hours per day.
Discounts on select programming, retail, and food and beverage.
For full-time team members: health, dental, vision, and life insurance plans.
For full-time team members: long-term and short-term disability.
For full-time team members: a personal time off policy.
For full-time team members: paid maternity and paternity leave.