Member Services Associate

MEMBER SERVICES ASSOCIATE POSITION DESCRIPTION

Title:  Member Services Associate

Reports To: Member Services Supervisor 

Wage:     $13.73-$15/ hour   

Status: Part Time hourly up to 25 Hours per week, Non-Exempt

PRIMARY FUNCTION: 

The Member Services Associate is responsible for providing exceptional customer service and creating a welcoming, safe, and clean environment for all fitness center members and guests. This position serves as a primary point of contact for members and assists with daily facility operations.

KEY JOB RESPONSIBILITIES:

• Responsible for opening and or closing the fitness center, depending on scheduled shift times.

• Greet and interact with members and guests in a friendly and professional manner. 

• Assist members with membership enrollments, renewals, account questions, and general customer service needs. 

• Competent in various computer softwares including the utilization of a CRM.

• Provide information about facility services, programs, schedules, and policies.

• Conduct regular facility walkthroughs to help ensure cleanliness, safety, and proper operation of equipment and spaces.

Additional Responsibilities

• Uphold facility policies and procedures while providing a positive experience for members and guests. 

• Help maintain a welcoming and organized front desk and facility environment. 

• Maintain accurate and up-to-date membership records by tracking membership numbers, class attendance, and other relevant information within the club’s database. 

• Receive and process payments in accordance with established procedures, ensuring all receipts and required forms are properly completed, signed, and distributed. 

• Answer phones and ensure calls or messages are transferred to the appropriate person. 

• Demonstrate strong verbal and written communication skills to ensure information is accurately and promptly communicated to the appropriate staff members. 

• Contribute to a positive, productive, and professional work environment by maintaining a collaborative attitude and supporting team members as needed. 

• Demonstrate a willingness to support and assist other departments as needed to help ensure the overall success of the facility. 

• Attend scheduled staff meetings and actively participate in discussions, training, and team updates 

Relationships

• Internal: Maintain close daily interaction with member services supervisor, fitness center direct, peers and fitness center members.

• External: Maintain positive relationships with partner organizations, clients, and contracted services, as needed.

SKILLS/KNOWLEDGE REQUIRED:

• High School diploma or GED preferred.

• 1 year Customer service experience

• Computer skills and the ability to learn various software 

• CPR/AED certification required within 90 days of hire. 

• Must possess excellent interpersonal and communication skills, and the ability to work with members in a positive, service based manner.

• Ability to multi-task and maintain a controlled and professional demeanor.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT/QUALIFICATIONS:

• Must be able to sit, stand or walk for extended periods of time.

• Must be able to squat or bend 

• Must be able to lift up to 50 pounds and carry up to 10 pounds for short periods of time.

• Must be willing and able to actively participate in regular in-service training and maintain minimum fitness levels required to perform duties. 

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this position.  It is not designed to contain, nor to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job.