The Administrative Assistant, Member Care is responsible for providing customer service to members by phone, email and in person as well as to keep membership accounts current and accurate. Responsibilities include reviewing reports, initiating action based on those reports and providing general support to the Membership Department. Majority of time will be spent processing changes to memberships or cancellations and making calls from reports regarding billing, payment plans, collections and cancellations. The position works closely with both the Manager of Member Care, Membership Sales Specialist and the Member Care Specialist and the Member Experience Desk team.

Schedule: Full Time, Sunday-Thursday 10am-7pm.

*OR Sunday mornings 9am-1pm and longer hours another time in the week.

Essential Functions

• Provide outstanding customer service, and promote a welcoming, inclusive community
• Exemplify a hospitality mindset to build relationships with others
• Maintain updated knowledge to appropriately educate members of programming, events, pricing and policies
• Engage in problem solving and recovery for member questions and concerns
• Assist members with account maintenance, processing member updates, changes and transactions including payments
• Proactively contact members to secure updated payment methods for soon-to-expire credit cards
• Verify all membership agreements have been signed and received monthly. Contacting members directly if needed.
• Mail monthly membership renewal letters to approximately 350 members per month.
• Assist with mailing bi-monthly statements to about 450 members per month.
• Assist with administrative tasks including maintaining the Friends & Family spreadsheet, loading guest passes, uploading documentation to accounts and resolving returned mail.
• Conduct tours for prospective members and process new memberships
• Assist with other membership activities which may include answering account questions, tours, enrollments or other member inquiries by phone, email or in person, some of these hours to be conducted in person in the fitness lobby or fitness front desk.
• Misc. responsibilities including preparations for special events, benchmarking, and other administrative duties as needed
• Will work a few required events outside of regular office hours such as youth or indoor triathlon, member events, open house and annual all staff meeting

• 3-5 years of experience working in a customer service department or call center
• CRM (customer relationship management) or other similar database experience
• Proficient with Microsoft Office Suite including Word, XCEL and Outlook
• Excellent verbal and written communication skills
• Organized, accurate, detail-oriented and understands a sense of urgency
• Strong interpersonal skills with an emphasis on clear communication and patience
• Keeps confidentiality in all matters
• Goal oriented with ability to successfully meet deadlines and quality requirements
• Proactive approach to seeking information needed to provide customer service
• Sales experience a plus

Physical Requirements

This position primarily works in an indoor, office, desk environment. The job is stationary up to 60-80% of the time (though standing up as desired is also an option); uses repetitive motions and hand/eye coordination to operate computer, mouse, keyboard or similar equipment for data entry and related daily work. Also includes frequent talking and hearing to communicate with members/visitors in person or over the phone. Must be able to carry items up to 10 pounds and move about the facility to give tours as needed.