The main mission of the Member Service Representative (MSR) team is to manage existing membership accounts (individual and corporate) by answering and responding to all incoming member calls and emails. The MSR team's goal is to provide excellent Customer Service while focusing on member retention. Monthly membership retention goals can be achieved by reselling existing members who may want to cancel or by educating members on the different membership options available. The MSR team works very c... more details
Leisure Sports Hospitality
Job Description
MEMBER SERVICE REPRESENTATIVE
MISSION
The main mission of the Member Service Representative (MSR) team is to manage existing membership accounts (individual and corporate) by answering and responding to all incoming member calls and emails. The MSR team's goal is to provide excellent Customer Service while focusing on member retention. Monthly membership retention goals can be achieved by reselling existing members who may want to cancel or by educating members on the different membership options available. The MSR team works very closely with the Membership Sales team in supporting its overall efforts in achieving sales goals each month.
REPORTS TO
Member Service Manager
DRIVERS OF SUCCESS
Personable, Friendly Demeanor
Customer Service Obsession
Communication Skills
Organization Skills
Computer (Word/Excel/Outlook) Skills
Professionalism, Responsibility, Team player
Primary Responsibilities
Answer phones cheerfully and respectfully in a timely manner
Process all membership upgrades, downgrades, holds and cancels in a timely manner to ensure accuracy in billing and/or club access.
Enter notes in the system documenting all member interactions on respective member accounts
Assist members with any question and provide "best practice" customer service skills
Take an active role in new member integration by assisting members with the ClubSport app and billing portal use
Actively use selling skills to “Save” or “Resell” potential cancelations utilizing retention tools
Handle all incoming billing calls and walk-ins, assisting the member in a timely manner
Conduct outreach to members who have established declining payments
Tour members returning to the Club from "hold" or member inquiring about use of Executive Lockers
Other responsibilities or projects as assigned by the Member Service Manager
Qualified candidates, with or without reasonable accommodations, must be able to:
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