Membership Concierge

Life Time Inc. • Easton, PA

4d

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. The role serves as a leader on the Concierge Team by sharing expertise and modeling service-focused behaviors. It builds value-based relationships that increase brand loyalty and support members in achieving their healthy way of life goals.

Requirements

• High school graduate or equivalent.
• At least 1 year of customer service experience.
• At least 1 year of sales experience.
• Complete the Membership Sales Certification within 60 days of hire.
• Complete the 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, requests, changes, and transactions, including payments for programs, services, and products.
• Participate in the Certified Retention Team by responding to membership cancellation requests, communicating options, and facilitating the option best suited to the member.
• Address member questions and concerns through service recovery, using appropriate tools and resources to find solutions and ensure customer satisfaction.
• Customize prospective members’ buying experiences by encouraging participation 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED