Membership Concierge III

Life Time•Westfield, MA

14d

About The Position

The Membership Concierge III delivers high-quality customer service to members and guests while promoting Life Time to prospective members and supporting the buying experience. The role contributes to club acquisition and retention goals and serves as a leader on the Concierge Team by sharing expertise and modeling service-focused behaviors. The position builds value-based relationships that support brand loyalty and members’ healthy way of life goals. The Membership Concierge III helps members and guests with club access, questions, account maintenance, transactions, membership retention, and service concerns. The role also guides prospective members toward amenities and programs suited to their interests and needs, communicates by phone and email, and completes administrative and cash reconciliation duties.

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 members with account maintenance, requested changes, and payments for programs, services, and products.
Participate as a member of the Certified Retention Team by discussing membership options with members requesting cancellation and facilitating the option that best suits them.
Address member questions and concerns through service recovery, using appropriate tools and resources to resolve issues and ensure 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 Life Time brand.
Complete administrative duties and club paperwork, and reconcile the cash drawer.
Share expertise and model service-focused behaviors as a leader on the Concierge Team.