Membership Service Representative

US-CA-Palo Alto
Job ID
2017-9207
Job Type
Full Time

Overview

EXOS helps people perform at a high level so they can achieve what matters most to them. Since our founding in 1999, we’ve become a leader in proactive health and performance, trusted by more than 150 clients, including corporations, academic institutions, health systems, sports organizations, the U.S. military, community centers, and residential communities. With award-winning facilities and spaces, technology, equipment, and services, EXOS connects people to the solutions they need and provides individualized plans based on time-tested fundamentals and research in order to help people take control of their health and performance.

 

EXOS takes a unique approach to fitness center design, facility management, and training technology to create welcoming environments that facilitate healthy lifestyles. From business planning to operations, we use our decades of experience to drive member acquisition, engagement, and retention. We know that the more engaging and effective a fitness center is, the more success it will have. It’s all about providing members with a positive experience and the tools they need to accomplish their goals.

Responsibilities

We're seeking a Membership Services Representative to join our team.

The Membership Services Representative is responsible for providing excellent customer service for members with inquiries around billing, and to help them resolve other problems.  This person must have the ability to maintain a calming presence during any conflicts that may arise, to tactfully solve and diffuse issues, and to do whatever it takes to retain members.  This person is responsive to both current and prospective members; maintaining the highest standards of customer service. They must have knowledge of and participate in all the Center’s services, programs, and products, and provide back up for the membership sales team.

 

As a Membership Services Representative you will:

  • Assist and respond to customer issues and inquiries
  • Create awareness of the Center through connectivity
  • Grow profit centers through promotion of center services to new and prospective members
  •  Deliver an exceptional customer service experience for center members
  •  Sustain and support membership retention through member engagement and prompt resolution of issues
  •  Support the Membership Sales Team, by greeting and providing personalized site tours for potential members
  • Compile and prepare for monthly billing via the software system
  • Run analytics reports, present in an organized fashion
  • Participate in special programs and events as needed
  • Support oversight of department financial transactions
  • Other duties as assigned

Examples of Key Responsibilities:

  • Tactfully resolve complaints from members, with follow up to ensure member satisfaction
  • Ability to achieve and surpass all personal and team retention and sales goals
  • Perform all functions with the highest levels of integrity and adhere to company core values at all times
  • Work closely with team members in driving new member sales
  • Maintain an atmosphere that makes all co-workers, members, and guests feel welcomed at all times
  • Process and collect on declined credit card transactions

Qualifications

Required Qualifications:

  • Minimum of 2 years of service experience
  • Able to work evenings, weekends and holidays
  • Excellent verbal and written communication skills
  • Excellent computer and data entry skills, use of customer management systems software a plus
  • Must be a Team player with an emphasis on Team development

Preferred Qualifications:

  • Individual with a dynamic personality. Enthusiastic, energetic, friendly & personable
  • A passion for health & wellness
  • We are looking for a self-starter, highly motivated, organized, with good time management and great follow-up skills
  • Ability to multi-task
  • Must have the ability to inspire and motivate others with great people skills
  • Genuine interest in listening & helping other people achieve their health and wellness goals

We are an equal opportunity employer

EXOS is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws. EXOS provides reasonable accommodation to employees and applicants for employment who have disabilities. You may request reasonable accommodation, in writing, by reaching out to our People Operations department at  : 

 

Attention : People Operations, Accommodations

2629 E. Rose Garden Ln. 

Phoenix, AZ 85050

 

Learn more here:

 

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