Senior Welcome Team
Employment Type: Full-Time
Job DescriptionAre you our next Senior Welcome Team member?Do you have a passion and desire to help others live an active lifestyle? Do you genuinely care about connecting with others and being part of a team? If so, Town Sports International is looking for Senior Welcome Team members to join our growing team. Senior Welcome Team members have a key role in membership and retention by providing a strong first impression at the welcome desk.Who are we?Town Sports International is the largest gym chain in the Northeast region with more than 180 locations spanning numerous markets including locations in California, Florida and Puerto Rico. We operate under our local brands of New York Sports Clubs, Boston Sports Clubs, Washington Sports Clubs, Philadelphia Sports Clubs, Palm Beach Sports Clubs, Around the Clock Fitness, Lucille Roberts, Total Woman Gym + Spa, and LIV Fitness.What do we do?We are in the business of fitness results, positive change and personal connections. We achieve this through innovative programming, the latest equipment and a knowledgeable staff. More than this, we work with our members to provide a personalized roadmap to achieve specific fitness goals.You will thrive in this role if you:* Have an affinity for building relationships.* Are responsive, organized and have effective listening and communication skills.* Possess a strong desire to deliver a phenomenal customer service experience.* Have a desire to be part of a team.* Model integrity, collaboration and a can-do attitude.More about this role:The Senior Welcome Team position provides a welcoming and safe environment for members and guests through a high level of customer service. This individual will also act as a role model for the other Welcome Team members. The Senior Welcome Team member will assist the General Manager/Customer Service Manager with retention by focusing on cancel saves and Accounts Receivable (AR) collections. The Senior Welcome Team role achieves success through embodying our core competencies (Create a TSI Environment, Build a High Performing Team, Achieve Measurable Results).RequirementsCreate the TSI EnvironmentOur profession empowers members and team members to achieve active lifestyles. Fitness has relevance through all aspects of life. We build positive relationships and sustain the organization's culture by interacting with the highest level of integrity and communicating in a manner that reflects our brand.Responsibilities include:* Modeling and promoting our guiding principles through the Clubhouse Rules.* Reviewing and adhering to all TSI documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.* Ensuring that the club provides the highest level of customer service and quick response time to member feedback.* Leading by example and setting expectations for peers.* Being available to Welcome Team members to address questions and concerns.Build a High Performing TeamInspires, motivates and develops a team to reach their fullest potential, contributing to the ultimate success of the organization. We constantly improve ourselves, our processes and our procedures to provide a meaningful experience in the gym. We are connected to our members, clients and each other.Responsibilities include:* Efficiently check in and handle routine member service tasks using club systems such as, but not limited to, creating online accounts, resetting passwords, updating credit cards, collecting past due balances, and managing group exercise class reservations.* Navigating basic questions about membership, services and billing inquiries.* Providing a high level of customer service and attentiveness to the member and guest needs.* Being responsive to member feedback, complaints and escalating issues to club management as necessary.* Assisting the General Manager in administrative tasks including, but not limited to, billing calls and confirming appointments.* Quickly addressing any maintenance or equipment issues that are visible to members.* Taking pride in providing feedback and best practices to team members.* Providing a clean and organized Welcome Desk at all times.* Additional duties as assigned.Achieve Measurable ResultsSuccessfully and consistently exceeds goals that drive the member, employee and business categories of the organization; actions reflect a dedication to surpassing the expectations of both members and employees.Responsibilities include:* Partnering with the General Manager to work on attrition, especially on the retention side of the business.* Proactively seeking ways to positively influence the member experience and address member feedback.* Effectively communicating new promotions and services at point of contact, so that the member gets the most out of their gym membership.* Performing call drives to past due members to collect Accounts Receivable (AR) billing follow up.Required Skills and Experience* At least 1 year of face to face customer service experience.* Ability to proficiently use our POS and membership system, timekeeping any other computer programs required to meet the business needs of the customer and TSI.* Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g. picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employee by the company.* Child & Adult AED/CPR certified.Scheduling RequirementsThis position does not have a set schedule month-to-month and is subject to changes based on the needs of the business.
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