Membership Rep - Wellness Center - Part Time

 

Position Title: Member Service Representative I Position Code: RpWellMem1-8215

Department: Del E. Webb Wellness and Rehabilitation Center Safety Sensitive: Yes

Reports to: Director/Manager Exempt Status: No

 

Position Purpose:

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision of providing the region’s best clinical care and patient service through an environment that fosters respect for others and pride in performance.

Works under the supervision of the Member Services, Sales and Nursery Manager or designee. The Representative is the first contact for members with any questions or concerns. Helps maintain a high retention rate by professionally and effectively assisting members with any and all problems, questions, and/or issues. 

Key Responsibilities [List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position]

General Responsibilities

· Registration for all programs, lessons, clinics, etc.

· Handle changes or questions related to member accounts. 

· Become proficient in the front desk membership management software to allow for quick and efficient check-in and problem resolution.

· Assigns membership cards, process new memberships, downgrades, holds, resignations, changes in billing, add-ons, EFT, Corporate transfer forms, children’s waivers, etc.

· Keep all brochures/registration racks current.

· Sell gift certificates.

· Gives tours of facility to prospective members.

Behavioral Expectations/Teamwork

· Demonstrates positive and professional personal relations in dealing with children, members, and guests. 

· Demonstrates positive interpersonal relations in dealing with co-workers, managers/supervisors, and other members of the staff so as to promote efficiency and quality member care. 

· Provides excellent customer service and adheres to the Behavioral Expectation Agreement. 

· Attends all of the mandatory staff meetings.

Quality of Work

· Orients new members and guests on facility policies and insures proper forms are filled out entirely. 

· Answer member questions and/or concerns related to the facility and refer the member to the appropriate staff member as necessary. 

· Is courteous and helpful to all clients. 

· Signs up new members appropriately and makes minimal errors in paperwork.

Customer Service

· Cultivates membership leads and responds to all inquiries for membership information in an accurate, friendly and timely manner to assist Manager or designee. 

· Appropriately answers questions within realm of knowledge and/or forwards call to appropriate staff as is appropriate. 

· Makes minimal mistakes in written and oral communication regarding the Wellness Center policies and procedures. 

· Answers phones in a courteous manner, assists public with any and all questions/comments, and performs duties in a timely manner as assigned by the Manager or designee. 

· Handles all paperwork that is within his/her assigned abilities. 

· Responsible for money/checks from members to pay for memberships, various fitness center items, and/or guest fees. 

Individual Productivity/Use of Time

· Member Service staff performs duties as assigned by Manager or designee.

· Makes phone calls to members and finishes pending paperwork, membership cards, or any other tasks that are part of job duties. 

· Actively pursues marketing/sales projects.

Qualifications [Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]

· Ability to answer phones and speak clearly and professionally. 

· Must be able to operate computer and various office equipment.

· Ability to develop positive interaction and communication with members, guests, co-workers, and other wellness center staff in order to effectively promote active participation.

· Must possess the ability to memorize wellness center programming, cost structure, and processes so as to efficiently assist clientele. 

· Requires both long- and short-term memory. 

· Math skills for handling of cash/checks and receipts.

Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master’s degree)]

Education: High School diploma or GED Equivalent or college level degree.

Experience: One-year experience in customer service.

Certification/Licensure: CPR certification through American Heart Association: BLS or Heartsaver with AED or American Red Cross with AED.

Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]

Exposure Categories:

· Category II: Expected duties have possible, but not routine, potential for exposure to blood, body fluids or tissues

· Other potential hazards: Electrical due to various computer/office equipment being utilized. Gloves worn while handling used bath towels and/or sweat towels.

Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job]

· Must be able to operate computer and various office equipment.

· Must be able to hear and speak to current and potential members.

· Ability to move freely around the facility to give tours to potential members.

· Ability to hear calls for help. 

· Ability to see members so as to assist them when necessary.