Member Service Specialist thrive in a team-oriented atmosphere where they pride themselves on consistently delivering a five-star experience to all prospects, members, and guests. As a first point of contact, these cheerful folks play a critical role in providing top notch service.
These centralized joy spreading go-getters exemplify their professional organization skills and administrative skills by managing member account maintenance, processing member needs, changes, and transactions. You have communication superpowers as you have excellent oral and written communication skills allowing you to oversee and respond to all incoming inquiries through multiple mediums including, online inquiries, email, social media, and business pages.
You are a social butterfly who thrives in an environment designed to spark engagement and connection with our members. You believe in getting the job done, but not without having a little fun along the way. Your workday consists of time in an office, supporting members administrative needs and engaging with our online community. The other part of your workday consists of spending time on the floor, creating and maintaining in-person connections with our members, attending, and participating in club services and amenities such attending studio fitness classes!
You have tremendous patience with members and accommodate their every need with your enthusiasm and calm demeanor. You radiate optimism while consistently improving member retention through problem solving and service recovery, utilizing appropriate tools and resources. You have a knack for establishing rapport and building relationships which helps you to diffuse member situations day in and day out.
You are a cheerful customer service master who is passionate about helping people. You get a kick out of getting members to those aha! moments. Helping members makes you feel all warm and fuzzy inside. Not only that, but you are also able to think on your feet and effectively use your resources. If you don’t know the answer, you’ll dig until you find it. You are incredibly helpful and highly organized, leveraging your resources to provide up-to date and current information on all programs, prices, services and policies to your audience. You are an Altea Active specialist who provides a wide variety of service and assistance to members such as updating member account information, processing payment and acting as an information source on any and all Altea Active matters.
This job might be for you if you have the following talents & spirit:
You’re a Social Media Guru: You’re well versed in the social media world, quickly engaging with our online community.
You Have Communication Superpowers: You play well with others and have excellent oral and written communication skills. You demonstrate the ability to convey thoughts and express ideas effectively using speech in individual or group situations; attend to and fully comprehend what others are saying.
You’re Cool Under Pressure: You’re cool, calm and collected in pressured situations.
You’re Detail Orientated: You cross your T’s and dot your I’s by maintaining member records highly organized with flawless attention to detail. You’re not one to cut corners. You pay attention to the details. As far as your concerned, anything worth doing, is worth doing right, every single time. You stay focused and nothing falls through the cracks on your watch.
You’re Accountable: You take responsibility for all work activities and personal actions; you follow through on commitments; you implements decisions that have been agreed upon; you acknowledge and learn from mistakes without blaming others; and you recognize the impact of one’s behaviour on others.
You’re Efficient & Resourceful: You’re a skilled multi-tasker and can handle juggling various tasks with a smile on your face. You maximize your time by being highly efficient.
You’re a Team Player: You actively participate and foster an environment that sustains a collaborative approach to working with others. You’re a team player who thrives in a collaborative environment.
You’re Motivated & Driven: You’re motivated and driven. You take initiative. You identify opportunities and issues, and proactively acts and follows through on work activities to resolve them. You’re going to take ownership of the time you spend with us and truly make a difference.
As a Member Service Specialist a typical day might include the following:
- Offer various administrative duties including attending to members requests in person, over the phone, online and by email.
- Ability to handle all sales transactions in point-of-sale system
- Promoting club activities and incentives
- Assisting with special member activities (cardio challenge, healthy living lecture series)
- Maintain accurate records of all member changes in CRM
- Provide members with information of all club programming, events, pricing, and policies.
- Seek information from appropriate departments and department leaders to provide an exceptional member experience in a timely fashion
- Provide real time feedback to your direct manager regarding your first-hand experience as a member, experiencing our products and services.
- Deliver daily internal reporting to summarize activities, to flag areas of concern, and to present any recommendations for improvement
- Devote up to 2 hours a week towards health and wellness by maintaining quality assurance and product knowledge on all Altea Active services and amenities. This includes attending studio fitness classes, Road Map Sessions, Rx Sessions, utilizing our lap pool, Himalayan Salt Lounge, etc.
- The intention with this task, is to be a brand ambassador and well versed in all Altea Active services and amenities. Understanding the needs of the business, remain our priority, there is acknowledgement that this is an added benefit and not an entitlement. You will collaborate with your direct manager to create the schedule and outline which services to participate in
To land this role you need to have;
Post-secondary education relating to the health and fitness industry, business management, hospitality management are an asset
Additional certifications or workshops relating to customer service are an asset.
1+ experience working in customer service
Experience working with a customer relationship management software is an asset
CPR/First Aid certification (required to have a minimum of Emergency First Aid and CPR certification) required prior to start date and must be maintained throughout employment. CPR is to be renewed annually.
Perks of this position include;
A competitive salary
Group Medical benefits (Full Time)
Complimentary individual membership
Complete training and development package
Working alongside great people in a culture that fosters empowerment
Career-defining growth and development opportunities
In your cover letter, please include an explanation of why your experience is specifically relevant to this role at Altea Active. We want to see your personal style - what makes you tick and why you think your next opportunity is with us.
PLEASE NOTE: The purpose of this job advertisement is to provide you with a glimpse into the full responsibilities. It is not a complete explanation of duties, responsibilities or requirements. We are an equal opportunity employer and believes in treating everyone fairly regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors. We consider all qualified applicants for employment and upon request will provide accommodations to candidates taking part in the selection process.
We thank you for your interest; however, only candidates selected for an interview will be contacted.
