Member Relations Advisor

Job Description

Job Title: Member Relations Advisor

Position Summary:

The Member Relations Advisor is responsible for providing customer support and knowledge to club members regarding all of Kinective Fitness Club's services, amenities, events, and policies. This role involves proactively following up with club members to ensure successful onboarding as a new Kinective Fitness Club member as well as documenting all club member feedback responses and resolutions. The Member Relations Advisor works closely with the department managers to ensure the appropriate planning, coordination, and communication of club member retention events. This role also involves advising and educating club members on all ongoing member events, managing all club member experience feedback, processing all club member cancellations, and meeting with and greeting all new club members in person at the point of sale. The Member Relations Advisor is responsible for club member retention follow-up calls after sign-up, presenting feedback data (from MXM questionnaires) to the board of directors and management, greeting all club members by name while at the club, calling club members who have not checked-in to the facility within a 60-day timeframe, and reporting on the check-in calls.

Shift:

Monday 10:00 A - 2:00 P | 3:00 P - 7:00 P

Tuesday 10:00 A - 2:00 P | 3:00 P - 7:00 P

Wednesday: 10:00 A - 2:00 P | 3:00 P - 7:00 P

Thursday: 2:00 P - 9:00 P

Friday: 10:00 A - 2:00 P

Saturday: 8:00 A - 12:00 P

Sunday: Off

Job Duties and Responsibilities:

• Assist with onboarding of new fitness club members
• Follow up with club members proactively to ensure successful onboarding
• Provide customer support to new and existing club members
• Provide knowledge to all club members regarding Kinective Fitness Club's services, amenities, events, and policies
• Process and document membership cancellations
• Advise club members on alternatives to membership cancellation
• Execute club member retention strategies and document membership retention
• Monitor and document club member feedback responses and report them to management
• Collaborate with department managers to resolve club member complaints and address feedback responses
• Communicate with club members regarding their feedback
• Lead planning and promoting efforts for club member retention events
• Assist with managing the retention event budget and processing purchase orders for events as needed
• Monitor check-in activity and complete phone calls to club members to encourage club attendance and club member retention
• Meet, greet, and assist new club members at the point of sale
• Perform other activities as reasonably assigned by the Sales Manager

Position Requirements:

• High School Diploma or GED
• At least 1 year of experience in a customer service role
• Excellent communication skills
• Enthusiastic, energetic, personable, and friendly disposition
• Ability to sit, stand, walk, reach, climb, or lift up to 50 pounds

Preferred Skills or Attributes:

• Bachelor's degree in Business, Marketing, Sales, or a related field.
• Previous experience with client onboarding
• Bilingual (English and Spanish)
• Experience with MXM or other customer feedback software

Job Type: Full-time

Pay: From $13.00 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Required)

Language:

• Spanish (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person

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