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, supports the buying experience, and contributes to club acquisition and retention goals. As a leader on the Concierge Team, this position shares expertise and models service-focused behaviors. The role builds value-based relationships that increase brand loyalty and help members achieve their healthy way of life goals. Responsibilities include facilitating member and guest check-in; monitoring, handling, and delegating incoming calls; maintaining knowledge of club programming, events, pricing, and policies; building relationships and creating service experiences; assisting with account maintenance, member needs, changes, and transactions; and supporting membership retention requests. The position also addresses questions and concerns through service recovery, customizes prospective members’ buying experiences, communicates by email and phone in alignment with the brand, and completes administrative 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 check-in 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 with account maintenance, member needs and changes, and payments for programs, services, and products.
- Participate on the Certified Retention Team by discussing options with members seeking to cancel and facilitating the option best suited to them.
- Resolve member questions and concerns through service recovery, using appropriate tools and resources to support customer satisfaction.
- Customize prospective members’ buying experiences 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 brand.
- Complete administrative duties, club paperwork, and cash drawer reconciliation.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
