Iwp New Albany

MAIN FUNCTION:

The Member Services Associate (MSA) is a key member of the Member Services Department Team. The MSA is ultimately responsible for delivering an extremely high level of customer service and member experience to all visitors, guests, and members on a consistent basis.  This is achieved by utilizing excellent interpersonal skills and being well-versed in the Center’s Service Standards.  The goal of these efforts is to earn excellent member satisfaction levels and, more importantly, create life-long promotors of the Center. The MSA will have an important role in effective member engagement and new member onboarding. Also, effectively executing the day-to-day operations of the Reception Desk is an important aspect of the MSA responsibilities.  This requires the MSA to demonstrate a general understanding of how the center functions to facilitate assistance to the members.

DEPARTMENT:             Member Services

REPORTS TO:              Member Services Manager

DIRECT REPORTS:      None

POSITION EXPECTATIONS:

Applied

• Responsible for executing the customer Service Standards for all aspects of the operations.
• Responsible for the reception of each member at the Reception Desk that enters the building and the world-class member experience that follows.  This includes the reception of members and guests, check-in process, schedule management, POS transactions, general facility knowledge, etc.
• Demonstrate the ability to form relationships and communicate with members in a way that shows compassion and the willingness to assist the member in any way possible.
• Required to be well informed with all department matters and effectively communicate them as appropriate. Must be knowledgeable enough to intelligently answer questions regarding the department or appropriately transition the member to another staff member when appropriate.
• Execute excellent telephone etiquette in a way that is accommodating and helpful to the caller, regardless of the nature of the call.
• When needed, able to assist with prospecting and sales in a way that clearly defines our market differentiators, elevates our value proposition, and minimizes any barriers to entry.  

• When needed, able to participate in the prospect tour process in such a way that highlights the services and amenities of the Center and positions those resources as a solution for the prospect’s needs and interests.  

Administrative

• Demonstrates competency in managing and administering duties related to computer tasks, specifically the Club Management software system, including POS, billing, client scheduling, and general data entry.
• Demonstrates competency with the telephony system daily operations.
• Exhibit the ability to execute logistical workflows needed to achieve an effective and efficient operation related to reception desk activities.
• Assist and support marketing and event planning activities such as mailings, phone calls, set-up/tear down, etc. used to procure memberships and retain existing members.
• Committed to providing a clean and sanitary facility for all guests.
• Routinely complete the department’s daily task check sheet as assigned

Management (Customer Relations/Team Performance)

• Contribute to achieving a consistently excellent member experience resulting in high member satisfaction ratings and low member attrition.
• Address all member concerns and provide prompt and member-friendly follow up.
• Proficient and compliant with all current facility policies and procedures.

General

• Consistently meets and/or exceeds the Center’s performance objectives and Key Performance Indicators as outlined in the Annual Strategic Plan.
• Demonstrates the desire to continually improve areas of the business by identifying an area for improvement, devising a solution, then implementing a plan.
• Routinely achieves a high-level of organizational alignment, plays a vital role in realizing a Culture of Excellence and adheres to the IWP Code of Conduct.
• Accepts constructive criticism/direction and effectively changes own performance.
• Passionate about improving the health and wellbeing of others and able to lead by example by living a healthy and active lifestyle.

Implementation Date:                1/2016

Approved By:                            James W. Ellis, Executive Vice President, Integrated Wellness Partners, LLC 

Revision Dates (Corporate):       8/2020 

Revision Dates (Center):

Disclaimer:

The intent of this job description is to describe the general nature of the duties and responsibilities required of all job incumbents assigned to this title. It is not intended to be a comprehensive list of all job responsibilities. Therefore, incumbents may be asked to perform other duties as required.

EDUCATIONAL REQUIREMENTS:

• High School Diploma or GED

HIRING REQUIREMENTS:  

• Excellent communication and other interpersonal skills.
• No written disciplinary action within the last 12 months
• Pass Background Check
• Eligible to work in the United States

PREFERRED SKILLS AND ATTRIBUTES:

• Skilled communicator that is able to articulate well, manage critical conversations, effectively resolve conflict and build relationships.
• Excellent interpersonal skills needed for exemplary customer service; outgoing, friendly, and compassionate.
• Technologically savvy with the ability to function well within business management software systems, customer portals and member apps.