Membership Concierge III
About The Position
The Membership Concierge III delivers high-quality customer service to members and guests, promotes Life Time to prospective members, assists with the buying experience, and contributes to club acquisition and retention goals. Serving as a leader on the Concierge Team, this position shares expertise and models service-oriented behaviors. The role builds value-based relationships that support brand loyalty and help members achieve their healthy way of life goals. The position facilitates club check-in, manages incoming calls, maintains knowledge of club programming and policies, supports member account needs and transactions, and helps resolve service concerns. It also supports membership retention and creates customized buying experiences for prospective members. Administrative duties include club paperwork and cash drawer reconciliation.
Requirements
- High school graduate or equivalent.
- At least 1 year of customer service experience.
- At least 1 year of sales experience.
- Complete Membership Sales Certification within 60 days of hire.
- Complete Retention Specialist Certification within 60 days of hire.
Nice To Haves
- Bachelor's degree in Hospitality or a related field.
- Fitness industry knowledge.
Responsibilities
- Facilitate the check-in process for members and guests entering the club.
- Monitor, handle, and delegate incoming phone calls from members and guests.
- Maintain current knowledge of club programming, events, pricing, and policies to educate members and guests.
- Build relationships with members and guests and create exceptional service experiences.
- Assist members with account maintenance, needs, changes, and transactions, including payments for programs, services, and products.
- Participate on the Certified Retention Team by discussing cancellation options with members and facilitating the option that best suits them.
- Provide service recovery for member questions and concerns, using appropriate tools and resources to achieve customer satisfaction.
- Customize the buying experience for prospective members by encouraging involvement in amenities and programs aligned with their interests and needs.
- Communicate with members and prospective members by email or phone in a manner aligned with the Life Time brand.
- Complete administrative duties, club paperwork, and cash drawer reconciliation.
Benefits
- Fully subsidized membership.
- Discounts on Life Time products and services.
- 401(k) retirement savings plan with a company discretionary match for team members age 21 and older.
- Training and professional development.
- Paid sick leave where required by law.
- For eligible full-time team members: medical, dental, vision, and prescription drug coverage.
- For eligible full-time team members: short-term and long-term disability insurance.
- For eligible full-time team members: life insurance.
- For eligible full-time team members: pre-tax flexible spending and dependent care plans.
- For eligible full-time team members: parental leave and adoption assistance.
- For eligible full-time team members: paid time off, including 5 to 20 vacation days per calendar year based on tenure, and paid sick leave.
- For eligible full-time team members meeting the required income threshold: deferred compensation plan.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
