Membership Concierge

Life Time Inc. • Fishers, IN

1d

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

The position facilitates member and guest check-in, manages incoming calls, and maintains knowledge of club programming, events, pricing, and policies. It supports account maintenance and transactions, assists members seeking to cancel by explaining and facilitating suitable options, resolves questions and concerns, and tailors prospective members’ buying experiences. The role also communicates with members and prospects by email and phone and handles administrative duties, 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 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, changes, and transactions, including payments for programs, services, and products.
• Serve on the Certified Retention Team by assisting members who request cancellation, communicating options, and facilitating the option that best suits the member.
• Address member questions and concerns through service recovery, using appropriate tools and resources to find solutions and ensure satisfaction.
• Customize prospective members’ buying experiences by encouraging involvement in amenities and programs that fit 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.
• Share expertise and model service-oriented behaviors as a leader on the Concierge Team.

What This Job Offers

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