Position Summary
The Member Services Assistant Manager leads, coaches, and develops the Member Services team. They hire, support and retain driven individuals focused on building long-term, value-based member relationships that enable achievement of acquisition and retention goals. The Member Services Assistant Manager creates, maintains, and executes the Member Services business plans and adjusts as needed to deliver results at or above company expectations in member acquisition and retention. They also build relationships with members.
Job Duties and Responsibilities
- Greets and admits members into the club by scanning their membership cards and responding to messages regarding their membership account as well as setting the standard for the Member Services department by ensuring all guests are promptly greeted and checked in appropriately
- Evaluates and manages new hire needs and recruits, interviews, hires and provides ongoing training for new member services team members
- Trains Member Services team members through standard operating procedures, role playing, shadowing other team members and providing ongoing and regular coaching feedback
- Ensures front desk cash drawer is properly closed and balanced each day
- Processes member paperwork, enters sales transactions at POS, including program, service and product payments and monthly dues
- Manages payroll at all member service desks (Front Desk, Account Services and Activity Center)
- Creates staffing schedules using tools that incorporate club swipe activity
- Completes Media and Marketing postings on a monthly basis for clubs that have non-digital partnership marketing
Position Requirements
- High School Degree or Equivalent
- 2+ years of customer service experience
- 1+ year of supervisory experience
- Basic POS (point of sale) transaction experience
- Ability to proficiently use a computer
- Successful completion of Member Services Trainings within 60 days of hire
- Excellent verbal and written communication skills
Preferred Requirements
- College degree in business or related
- Experience working in retail or hospitality