Job Description

The River Valley Club is the Upper Valley's premier health and wellness center.

The Membership Services Coordinator is responsible for ensuring the best customer experience for members, guests, and employees. You will need to have comprehensive knowledge of all RVC offerings and activities. As the Member Services Coordinator, you will play an active role in various efforts at RVC, including but not limited to Front Desk, Membership and Café.

Responsibilities

• Manage the day-to-day operations of the Front Desk and Membership.
• Ensure that all the Front Desk and Membership staff maintain the highest level of customer service skills. 
• Work in collaboration with Human Resources to interview, hire and train Front Desk and Membership staff.
• Maintain accurate and updated Communication Log and SOP Book for the Front Desk and Membership Teams. Assuring that details are clearly understood, and instructions are easy to follow. I.e.. new promotions, new club options, childcare options, salon, and spa promotions, and other information deemed appropriate.
• Create and manage the scheduling for the Front Desk and Membership staff.
• Review payroll biweekly for all Front Desk and Membership staff.
• Perform annual Front Desk and Membership employee KPI’s in collaboration with Human Resources.
• Coordinate with the Marketing Department to ensure all signage and various esthetics are organized on brand.
• Train Membership staff on membership types, pricing, perks, options, and appropriate contract reviewing, and provide staff with up-to-date quick reference sheets.
• Create and enhance growth potential for membership and personal training sales.
• Maintain a working knowledge of classes and services offered within the Club.
• Direct members to take advantage of perks, promotions & the amenities the Club has to offer included with their membership.
• Complete all membership sales in a professional and timely manner.
• Responsible for achieving Club’s monthly membership sales goals.
• Monthly lead tracking and management.
• Develop and maintain new, as well as existing, corporate memberships.
• Develop a protocol for lead generation and grow prospects.
• Develop, lead, and manage the implementation of a sales dashboard/sales management system.
• Maintain a working knowledge of Clubs software systems.
• Maintain a neat and clean office/ workspace for member presentations.
• Member of Safety & Security Team.
• Member of RVC M2 Management Team.
• Attend and participate in all requested weekly/monthly meetings.
• Reachable and available to staff by phone or email as necessary.
• Maintains a working knowledge of RVC’s core values, mission, and philosophy.
• Maintains a working knowledge of the Woodrow Fitness LLC Employee Handbook.

Qualifications

• Minimum of 3-5 years of previous management and/or supervisory experience.
• Minimum of 3-5 years of experience in Customer Service.
• Minimum of 3 years of previous schedule management experience.
• Knowledge of Microsoft Office products: excel, word, outlook.
• Willingness to learn new software.
• Excellent telephone etiquette and skills.
• Excellent written and verbal communication skills with timely follow-through.
• Excellent organizational skills.
• Strong attention to detail.
• Must be able to work independently and in a team environment.
• Comfortable in a customer facing role.
• Professional in demeanor and appearance; personable and lead by example.
• A team player, focused and calm in emergency situations, requires little supervision.
• Reliable, resourceful, positive, adaptive, self-motivated, creative.

Physical Demands and Work Environment

• Ability to stand, sit, and kneel for long periods of time.
• Ability to manipulate hands, arms, and fingers.
• Ability to reach.
• Ability to hear and speak on a phone.
• Ability to use computers for extended periods of time.
• Ability to lift boxes up to 50 lbs.
• Will be around various scents from product.

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